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AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
AOL Training Presentation
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AOL Training Presentation

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This is a project Matt Kaiser, Jaclin Principato, and myself developed for our Training and Development class. It focuses on the need for Customer Service Training at AOL.

This is a project Matt Kaiser, Jaclin Principato, and myself developed for our Training and Development class. It focuses on the need for Customer Service Training at AOL.

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Transcript

  • 1. Presented by: CMJ Consulting <br />America OnlineRequest for proposal <br />
  • 2. Agenda<br />Overview<br />Needs Assessment<br />Training<br />Training Course<br />Training Evaluation<br />Timeline<br />Project Costs<br />Responsibilities<br />Overall Gains & Benefits <br />
  • 3. Overview <br />CMJ Consulting <br />Founded 2000<br />Located in Chicago, IL <br />Specializes in Training and Development<br />Customer Service Training <br />Clients include: <br />Google<br />Yahoo<br />Apple<br />
  • 4. Overview<br />America Online (AOL)<br />Global internet services and media company<br />Online software<br />Dial-up internet service<br />Separated from Time Warner in 2009<br />Headquarters is located in New York, N.Y.<br /> Ranked #1 for Poor Customer Service <br />2008, 2009, and 2010<br />Resulted in Profit losses <br />
  • 5. Overview<br />
  • 6. Overview <br />Why is AOL Ranked #1 for Poor Customer Service? <br />Lost more than 9 million customers between 2002 through 2006<br />Customers spend extended periods of time with automated services<br />Customers are NOT allowed to cancel their service<br />AOL is tricking customers into buying products<br />
  • 7. Customer Scenario<br />http://www.youtube.com/watch?v=xmpDSBAh6RY<br />
  • 8. Needs Assessment <br />
  • 9. Needs Assessment <br />Conducted through:<br />Interviews with SME’s <br />Questionnaires<br />Observations<br />
  • 10. Training <br />Goals<br />Customer retention<br />Customers spend less time waiting and listening to automated services<br />Provide empathetic customer service <br />Knowledgeable representatives <br />
  • 11. Training<br />Objective: Use customer service competencies and align them with the brand and mission of AOL. <br />Currently does not connect and has resulted in loss of customers, profit, and complaints <br />
  • 12. Training<br />
  • 13. Training<br />
  • 14. Training Course<br />Day 1: Initial Training Visit <br />Presentation of CSR Training Process to engage and yield executive buy-in<br />Answer any preliminary questions regarding the training competencies, processes, and administration<br />
  • 15. Training Course <br />Days 2-9: Customer Service Training Course<br />Consists of two separate two hour sessions<br />Consist of 160 CSRs and 8 managers<br />20 CSRs and 2 managers per day<br />Week 1: Call Monitoring System<br />Week 2: Bi-annual workshops<br />Continuous observations of the CSRs during both weeks <br />
  • 16. Training Course<br />Call Monitoring System<br />Consists of random phone screening for each CSR<br />Screen 10 to 15 calls per employee during each performance appraisal <br />Customer Service Workshops <br />Consists of bi-annual meetings that will review the customer service competencies and future concerns <br />
  • 17. Training Course <br />Day 10: Training Evaluation <br />AOL and CMJ Consulting will evaluate the effectiveness of the CSR Training. <br /> Impact<br />Clarification<br />Questions <br />Return three months after Training Evaluation <br />Average call length<br />Number of complaints<br />Employee reaction<br />Customer retention<br />Return on Investment <br />
  • 18. Training Course Evaluation <br />Kirkpatrick’s Four Levels of Evaluation <br />Evaluate the Training Program on April 11th through April 13th<br />
  • 19. Timeline<br />
  • 20. Project Costs <br />* The total cost per trainee is $158.33<br /> ** There are 168 total trainees <br />
  • 21. Responsibilities <br />CMJ Consulting<br />One Trainer <br />Conduct each CSR Training Course <br />Two Consultants<br />Work in conjunction with the managers to create and design the call monitoring system and bi-annual workshops <br />Work with the Executives during the initial presentation and final evaluation <br />Assist the Trainer throughout the Training process <br />
  • 22. Responsibilities <br />AOL <br />Must provide Executive support to yield the most organization-wide buy-in<br />Must provide adequate facilities for the training program<br />Requirements: Common meeting room that holds 25 individuals equipped with an overhead projector, tables, chairs, and phones<br />Must provide CSRs and managers flexibility in regards to regular scheduled work hours<br />Must continue with the bi-annual workshops, call monitoring system, and developmental assignments<br />
  • 23. Overall Gains & Benefits <br />
  • 24. Questions <br />

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