Bringing It All Together
Bringing It All Together
Day 4 - Providing a Gold Standard Customer Experience
Day 4 - Providing a Gold Standard Customer Experience
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Tools Used in Development: PowerPoint, Google SlidesTime in Development: 12 hoursClient: A Global Medical PharmacyContext: This course was created to accompany the eLearning course Providing a Gold Standard Customer Experience. The ILT provides the learner with in-person practice with feedback. Merrill's First Principles and the ADDIE model was used for development.
Challenge
Patient Service Coordinators often receive calls from frustrated or upset customers, which can create uncomfortable situations. As a result, some coordinators may respond by avoiding direct engagement, either by ending the call prematurely or placing the customer on hold until they disconnect.Challenge
Solution
To address this challenge, Patient Service Coordinators will participate in an instructor-led training session that compliments the eLearning course, "Providing a Gold Standard Customer Experience." This instructor-led training, titled "Bringing It All Together," offers learners the opportunity to engage in role-playing exercises. Through these simulations, they receive constructive feedback and hands-on experience in a safe environment, allowing them to build confidence and apply their skills in real-life scenarios. Solution
Result
The "Providing a Gold Standard Customer Experience" training has shown an improvement in the ability of Patient Service Coordinators to handle difficult calls professionally. Quality scores for escalated calls have positively increased by 25% in the last 9 months. While these positive trends are evident, the data collection is still in progress, and ongoing evaluation will continue to measure the full impact of the training over time. Result
Geri Ricks VILT Facilitator Guide V4.pdfFacilitator Guide
Facilitator Guide
Tools Used in Development: Microsoft Word, Adobe Acrobat
Geri Ricks VILT Participant Guide v4.pdfParticipant Guide
Participant Guide
Tools Used in Development: Microsoft Word, Adobe Acrobat
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