Training on Effective Emailing: Cancellations and Refunds
Context: This sample training is based on my role as a Trainer for new hires at a customer support company.
Format: Instructor-led training, delivered through interactive presentations and handouts, using Canva, Adobe InDesign and PDF for visual materials.
Solution Process
Content Preview
Analyzed common challenges faced by agents, reviewing typical interactions to identify key pain points.
Developed engaging presentation to introduce the RESOLVE model I developed and key communication strategies.
Facilitated group activities for practicing new skills collaboratively.
Used scenarios from previous customer interactions to allow participants to apply their knowledge in a realistic context.
Offered actionable steps for agents to implement immediately, reinforcing learning through practice.
Tracked and tested knowledge reflections to ensure agents understood and could apply the training content.
Determined KPIs to measure the training’s effectiveness in supporting overall company objectives.
Training Highlights
- RESOLVE Model
- Practical Tips and Takeaways
- Visual Engagement
- Group Knowledge Base
- Real-World Application
- KPIs