Posted On May 15, 2017

Australia’s leading telecommunications and information services company, Telstra, wanted to be proactive and improve the customer contact experience and reduce the number of unresolved business customer issues.

Existing Challenge

Telstra identified a learning gap and approached us to create a course that would provide a consistent process for handling complaint calls across all areas of Telstra Business.

As customer service and sales consultants are typically time poor, MCI was asked that the learning be able to be completed in a single session of no more than one hour.

What We Delivered

With no pre-existing materials, this presented a “greenfield” opportunity to work with Telstra Business’s Learning and Development Managers to design the content from scratch.

MCI recommended that we create an interactive scenario-based course with multi-path solutions so that the consequences of choosing specific responses formed part of the learning.

This approach would develop the skills and understanding the consultant would need to identify, investigate, route and resolve customer complaints efficiently.

Accessing transcripts from actual calls, we produced a storyboard that used real-life examples of complaints and blended these with Telstra’s customer-response methodology to illustrate how these complaints could be resolved.

Simple icons were chosen as graphic devices to ensure the message was the hero, not the design, and to reflect that the learners never see their audience—they only hear them.

As we moved into production, we used talent across both our Sydney and Melbourne development teams to create the 45-minute module.

Business Impact

Despite a tight timeframe, our Handling Customer Complaints course was quickly rolled out across Telstra Business call centres via their own Learning Management System (LMS) as our work can be easily integrated into existing technology.

The resulting improvements in handling customer complaint calls meets not only the customers’ business needs, but also supports Telstra’s customer service commitments regarding concerns and complaints.

Building on the success of this program, we have been asked to build a similar course for Telstra’s Consumer Business using transcripts from their own customers.

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