Upskilling Program: Customer Experience Agents

About the Project:

The project was to fix a customer service experience that was causing people to unsubscribe from company messages. The goal was to train a global team of booking assistants to move away from copy-pasting scripts and start having genuine, personalized conversations that keep customers engaged and happy.

Our Process / What We Did:

Identified the Root Cause: We analyzed opt-out data and chat logs to find exactly where conversations were failing. We discovered that agents felt overwhelmed during busy hours, leading them to rely too heavily on scripts.

Built Around Real Scenarios: I worked with the team’s top performer to pull real "missed opportunities" and turn them into practice exercises.

Designed for Engagement: Knowing the team was remote, I avoided a boring lecture. Instead, I used humor, memes, real-life practice, and games to keep energy high and make the information stick.

Hands-On Practice: We used small breakout groups where agents practiced rewriting standard responses for feedback in a safe environment before trying them out on live customers.

Deliverables:

Facilitator Guide: A "plug-and-play" manual for managers to lead the training with zero guesswork, including scripts and timing.

Interactive Slide Deck: The company branded themselves as fun, youthful, and nimble. To reinforce this, I created a fun, fully-branded presentation (GIFs included) designed to keep the remote team on-brand and engaged.

Digital Review Game: A virtual quiz challenge (Blooklet) where agents competed for points to prove they understood the new communication style.

Results:

Immediate Confidence Boost: Agents reported feeling much more comfortable handling complex questions without feeling overwhelmed.

Real-Time Assessment: The end-of-session game allowed us to see in real-time who "got it" and who needed a little extra 1-on-1 coaching.

Strategic Growth: By identifying that "rush times" were a major factor in poor service, the project helped the business decide to hire additional support for peak hours.

Key Metrics: The program saw an overall decrease in SMS opt-out rates and a reduction in customer complaints regarding impersonal service.

What the Client Said:

“Emily was instrumental in fostering a culture of continuous learning and growth within our organization.”

- Amber F., Co-founder @ Huxley Social