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CR Services
CR Services
Business Overview:
CR Services (business name) is a company dedicated to helping clients understand the customer experience in order to mitigate negative experiences and ensure customer retention. They do this by collecting and compiling data from multiple sources to provide their clients with data that informs their investment decisions and saves them money. They collect data three ways: through customer surveys, contact centers and mystery shoppers. The data collected helps to pinpoint where training efforts should be concentrated and advertising dollars should be spent. This data is most accurate and informative when collected from all three methods/services and because of this, associates discussing the services with clients must be knowledgeable about how the data is collected and the benefits they offer to the client.
Problem:
There has been a decline in the sales of the three-service bundle. Through observation and follow-up discussions with clients, it was noted that often sales associates and administrative assistants fielding phone calls were unfamiliar with the services/ collection methods offered to clients and how these combined collection methods would benefit the client. It has been recognized that there is no formal introduction to the services and their benefits except for informal mentor conversations.
Solution:
An e-Learning course to provide an overview of the three collection methods they should be selling, the key features of each service/collection method, and how combining the services will save the client money. Each sales associate and administrative assistant would need to complete the course and pass the assessment.
Quality Propane
Business Overview:
Quality Propane is a local propane delivery company serving 15 Counties. It was a family owned company until 2019 when they were purchased by a national company, Thompson Gas. The company deals with two primary concerns and one uncovered later:
Problems:
1) As they accumulate new customers they would like a way to inform customers that they have a choice of delivery and payment options, as well as acknowledge the customer responsibilities.
2) Drivers experience many potentially dangerous situations when delivering. This not only gets costly for the company, but holds the potential of costly customer liability.
Additional Information: Likewise, during a meeting with the SME, it was revealed that customers have expressed their concern over the “Big corporate buy-out.”
Solution:
Initially we were contemplating three separate modules.
I then suggested a promotional learning experience using Articulate Rise that would reinforce the "family theme" as well as provide the information about customer responsibilities and choices that would lower customer run-outs, late payments, and driver incident reports. The module could easily be completed on a customer's phone.
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