Case Study: Dell improves customer satisfaction with Infopro Learning's customer service training

Skills Development Program for Exceptional Customer Experience Collaborated with a Fortune 500 IT Organization to Build a Customer Service Training Program

Infopro Learning collaborated with Dell Inc., a Fortune 500 technology corporation, which sought to elevate its customer service to an exceptional level. The challenge was to create a web-based, experiential training program for its field technicians and call center agents. The program needed to integrate Dell’s core guidelines for customer satisfaction, the concept of the 'moment of truth,' and the specific parameters used by the company to evaluate service performance.

To address this, Infopro Learning developed a multi-path, multi-role training solution. This web-based training utilized scenario-based instructional strategies, including role-playing and simulations, to cover key areas like handling difficult customers and scheduling errors. The result was a significant increase in customer satisfaction ratings measured three months after the training, alongside more confident and motivated customer support staff who were better equipped to deliver on Dell's foundational principles.

Dell Inc.