The problem:

Higher Courts are legal organizations that handle customer problems that are not resolved by the companies' own Customer Service. In Brazil there are some of these instances and among them are the Special Civil Court (JEC) or Procon.

SKY has, in these two establishments, service totems that are available to seek to solve the problem of the customer who arrives there before the final decision to involve the higher courts in the problem, avoiding a judicial overload for the company.

Thus, this training has two main objectives: first, to develop the negotiation skills of agents so that they can prevent customers from resorting to these instances, and then, to teach them to work with the specific software and procedures of the service via totem.

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The solution:

With the analysis of the client's briefing, I could see that the operation via totem is very complex.

There are different flows that can be executed, there are court documents and the procedure through the device is different from the standard of telephone calls.

Therefore, the proposal of this Instructor-Led training was to clarify the main types of problems solved by these instances and the specific workflows for each one. Then, we discuss the implications that these types of complaints have for the company, and present a technical simulator that explains the specifics of this type of service.

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Details:

Assets:

• Storyboard for the course

• Instructor-led flash course

• Instructor's + Student's guides

• Questionnaire

• Technical Simulator

Tools:

• PowerPoint

• Excel

• Adobe Captivate