Automotive
Industry: Automotive
Case Study: Inbound
A MAJOR AUTOMOBILE MANUFACTURER TEAMS WITH KELLYCONNECT®.
Responsive customer service. There's nothing quite like it. In the world of automobile consumers, there's no room for anything less. This Kelly customer, a major automobile manufacturer, defines its success by its ability to satisfactorily resolve product issues for a large and diverse group of consumers. Because it must respond to concerns of varying degree and urgency, customer service must be professional, timely and effective. So, when the opportunity to learn new customer service skills came along no one had to be asked twice! In August 2000, Kelly's interactive customer service training module was implemented. More than 45 Kelly Services employees at the customer's site took formal instruction in developing and using effective listening skills, forming customer relationships, and responding to customer needs. The results have been remarkable! Of those surveyed, 80% were very satisfied with the overall content of the class, and 75% felt they could immediately apply what they learned in class on the job. In addition, the results on the job have included increased thank you letters and decreased calls to supervisors.
What the customer needed.
The company's management expressed an interest in providing additional customer service training for the Kelly employees located onsite. Regardless of employee education or prior experience, the management team recognized the need for continuing education in this critical area of operation. It is not easy finding a program appropriate to the varying degrees of experience within a large pool of employees. Add to this the requirements that the course be comprehensive, timely, and results oriented, and the need for a relevant, focused training program became more evident.
What Kelly Supplied.
KellyConnect was developed to support call center staffing and the underlying customer service needs associated with that environment. Kelly's interactive training module is one of the most commonly used and highly successful tools in this product's portfolio. Using a combination of instructor-led, computer-based training (with collateral course materials), employees of all skill levels are schooled in the rudiments of responsive customer service. Working with the management team, who wanted a customer service course that would complement ongoing company training initiatives, Kelly's on-site manager developed a two-hour module, which was then offered at scheduled intervals so that all employees could attend. The results literally speak for themselves.
"Using Kelly's interactive customer service training module component from KellyConnect coupled with our ongoing customer service training has had a very positive impact on our ability to satisfy our customers."
Customer Team Leader
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