Case Study: Arizona Public Service achieves rapid, effective customer-service training for website redesign with HSI

Arizona Public Service - Customer Case Study

Arizona Public Service, the state’s largest electric company serving over 1.1 million customers, faced a major website redesign that would temporarily disrupt an important customer channel. To prepare a team of nearly 200 Customer Service Associates to handle the anticipated surge in customer inquiries and complaints, Arizona Public Service engaged HSI to develop a fast, custom training program using HSI’s Safety Training Systems and short, multimedia courses.

HSI designed and hosted a branded series of short films, interactive exercises and scenario-based modules that taught new site functionality and conflict-resolution techniques while allowing APS to track learner progress through the Safety Training Systems. Delivered in under a month for a workforce of nearly 200, the custom program made the changeover smoother, provided measurable tracking of training completion, and left Customer Service Associates reporting a memorable, relevant learning experience.

Arizona Public Service