Presented by: CMJ Consulting <br />America OnlineRequest for proposal <br />
Agenda<br />Overview<br />Needs Assessment<br />Training<br />Training Course<br />Training Evaluation<br />Timeline<br />...
Overview <br />CMJ Consulting <br />Founded 2000<br />Located in Chicago, IL <br />Specializes in Training and Development...
Overview<br />America Online (AOL)<br />Global internet services and media company<br />Online software<br />Dial-up inter...
Overview<br />
Overview <br />Why is AOL Ranked #1 for Poor Customer Service? <br />Lost more than 9 million customers between 2002 throu...
Customer Scenario<br />http://www.youtube.com/watch?v=xmpDSBAh6RY<br />
Needs Assessment <br />
Needs Assessment <br />Conducted through:<br />Interviews with SME’s <br />Questionnaires<br />Observations<br />
Training <br />Goals<br />Customer retention<br />Customers spend less time waiting and listening to automated services<br...
Training<br />Objective: Use customer service competencies and align them with the brand and mission of AOL. <br />Current...
Training<br />
Training<br />
Training Course<br />Day 1: Initial Training Visit <br />Presentation of CSR Training Process to engage and yield executiv...
Training Course <br />Days 2-9: Customer Service Training Course<br />Consists of two separate two hour sessions<br />Cons...
Training Course<br />Call Monitoring System<br />Consists of random phone screening for each CSR<br />Screen 10 to 15 call...
Training Course <br />Day 10: Training Evaluation <br />AOL and CMJ Consulting will evaluate the effectiveness of the CSR ...
Training Course Evaluation <br />Kirkpatrick’s Four Levels of Evaluation <br />Evaluate the Training Program on April 11th...
Timeline<br />
Project Costs <br />* The total cost per trainee is $158.33<br /> ** There are 168 total trainees <br />
Responsibilities <br />CMJ Consulting<br />One Trainer <br />Conduct each CSR Training Course <br />Two Consultants<br />W...
Responsibilities <br />AOL <br />Must provide Executive support to yield the most organization-wide buy-in<br />Must provi...
Overall Gains & Benefits <br />
Questions <br />
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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.

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AOL Training Presentation

  1. 1. Presented by: CMJ Consulting <br />America OnlineRequest for proposal <br />
  2. 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. 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. 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. 5. Overview<br />
  6. 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. 7. Customer Scenario<br />http://www.youtube.com/watch?v=xmpDSBAh6RY<br />
  8. 8. Needs Assessment <br />
  9. 9. Needs Assessment <br />Conducted through:<br />Interviews with SME’s <br />Questionnaires<br />Observations<br />
  10. 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. 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. 12. Training<br />
  13. 13. Training<br />
  14. 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. 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. 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. 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. 18. Training Course Evaluation <br />Kirkpatrick’s Four Levels of Evaluation <br />Evaluate the Training Program on April 11th through April 13th<br />
  19. 19. Timeline<br />
  20. 20. Project Costs <br />* The total cost per trainee is $158.33<br /> ** There are 168 total trainees <br />
  21. 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. 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. 23. Overall Gains & Benefits <br />
  24. 24. Questions <br />
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