Case Study
The Challenge In making the transition to online operations, organizations must consider the implications to customer service. Public services in Saskatchewan recognized a need for focussed training, in order to properly meet customer service needs via the web.
The Solution Saskatchewan Power engaged the instructional designers at internet : intelligence inc., to develop and deliver a course specifically intended for crown employees. The course would address such issues as using technologies for effective customer service, managing online customer expectations and meeting eCustomer-specific needs. The course development and instructional design services included performing requirements gathering with the learner population, via phone and eMail.
The Pay-Off Customer service representatives from the Saskatchewan Power and other provincial public sector groups benefitted from customized training which equipped them to make the shift from 'good' to 'great' online customer service. |