The customer care leadership team of this multinational company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative.
Find out how I approached the project, and how we worked together to improve customer care replies.
Corporate training is a huge industry. In the UK alone, there are thousands of training providers helping businesses improve the skills of their staff. Add overseas providers into the mix, and finding an external trainer worth their salt becomes a massive task.
If the ability to communicate is misunderstood as a talent, a personality trait or an attitude, support teams are only going to grow their frustration instead of their most important professional skills.
This approach can be used for pretty much any context. It's a great way to refresh an otherwise traditional session, especially if you notice that some people seem mentally withdrawn or if you want people to think about something at some depth.