Help Those Who Help The Customer

Situation:

Visa’s Help Desk and On-Site Support department provides hardware and software support to all headquarters employees. Internal customer support should be as important as support to external customers. However, internal customer service agents didn’t have customer service skills and didn’t view other employees as customers.

Solution:

We developed the procedures that described best practices for customer service.  These were put into handy job aids – “call flows” – for both phone transactions and on-site trouble-shooting interactions.

Then we taught these reps how to use the call flows.  We developed and taught twenty customized customer service modules to help the reps implement the call flows.  These modules included CARE skills such as emotional maturity, conflict resolution, and handling irate customers.

Results:

These workshops increased customer satisfaction scores by providing internal customers with responsive help. Response time dropped and uptime increased which meant that Visa reps are able to spend more time with their customers.