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.

1. Presented by: CMJ Consulting America OnlineRequest for proposal

2. Agenda Overview Needs Assessment Training Training Course Training Evaluation Timeline Project Costs Responsibilities Overall Gains & Benefits

3. Overview CMJ Consulting Founded 2000 Located in Chicago, IL Specializes in Training and Development Customer Service Training Clients include: Google Yahoo Apple

4. Overview America Online (AOL) Global internet services and media company Online software Dial-up internet service Separated from Time Warner in 2009 Headquarters is located in New York, N.Y. Ranked #1 for Poor Customer Service 2008, 2009, and 2010 Resulted in Profit losses

5. Overview

6. Overview Why is AOL Ranked #1 for Poor Customer Service? Lost more than 9 million customers between 2002 through 2006 Customers spend extended periods of time with automated services Customers are NOT allowed to cancel their service AOL is tricking customers into buying products

7. Customer Scenario http://www.youtube.com/watch?v=xmpDSBAh6RY

8. Needs Assessment

9. Needs Assessment Conducted through: Interviews with SME’s Questionnaires Observations

10. Training Goals Customer retention Customers spend less time waiting and listening to automated services Provide empathetic customer service Knowledgeable representatives

11. Training Objective: Use customer service competencies and align them with the brand and mission of AOL. Currently does not connect and has resulted in loss of customers, profit, and complaints

12. Training

13. Training

14. Training Course Day 1: Initial Training Visit Presentation of CSR Training Process to engage and yield executive buy-in Answer any preliminary questions regarding the training competencies, processes, and administration

15. Training Course Days 2-9: Customer Service Training Course Consists of two separate two hour sessions Consist of 160 CSRs and 8 managers 20 CSRs and 2 managers per day Week 1: Call Monitoring System Week 2: Bi-annual workshops Continuous observations of the CSRs during both weeks

16. Training Course Call Monitoring System Consists of random phone screening for each CSR Screen 10 to 15 calls per employee during each performance appraisal Customer Service Workshops Consists of bi-annual meetings that will review the customer service competencies and future concerns

17. Training Course Day 10: Training Evaluation AOL and CMJ Consulting will evaluate the effectiveness of the CSR Training. Impact Clarification Questions Return three months after Training Evaluation Average call length Number of complaints Employee reaction Customer retention Return on Investment

18. Training Course Evaluation Kirkpatrick’s Four Levels of Evaluation Evaluate the Training Program on April 11th through April 13th

19. Timeline

20. Project Costs * The total cost per trainee is $158.33 ** There are 168 total trainees

21. Responsibilities CMJ Consulting One Trainer Conduct each CSR Training Course Two Consultants Work in conjunction with the managers to create and design the call monitoring system and bi-annual workshops Work with the Executives during the initial presentation and final evaluation Assist the Trainer throughout the Training process

22. Responsibilities AOL Must provide Executive support to yield the most organization-wide buy-in Must provide adequate facilities for the training program Requirements: Common meeting room that holds 25 individuals equipped with an overhead projector, tables, chairs, and phones Must provide CSRs and managers flexibility in regards to regular scheduled work hours Must continue with the bi-annual workshops, call monitoring system, and developmental assignments

23. Overall Gains & Benefits

24. Questions