Case Studies: Skills-Based


Customer Loyalty through Customer Service


The Company
Purolator Courier provides innovative courier and shipping solutions to customers across Canada and the United States.

The Audience
All Call Centre staff.

The Need
Purolator's Customer Service Training department helps Purolator's Call Center staff develop the knowledge and skills they need to provide superior service and maintain customer loyalty.
With three locations and 675 Call Center agents, Purolator faced a significant logistical challenge - how to deliver consistent training to multiple locations in a short time frame.

The Solution
Insightment™ - Understanding Your Way to Results fit with the company's training objectives because of the programme's emphasis on listening and understanding.
The solution was to implement a Train-the-Trainer for Insightment™, where Purolator's facilitators are trained and equipped to deliver the programme internally.

The Results
After the training was complete, Julie Knisley, Purolator's Corporate Manager of Customer Loyalty reported that Purolator began to see visible results immediately.

"Our Call Center staff are now more proactive than reactive, identifying and correcting issues before they affect the customer," says Julie.

On another level, Insightment™ provided Purolator with the tools to link training with performance evaluations and customer service measures. Gail McGuire, Purolator's Manager of Customer Service Training commented," We have found that long after training, the agents continue to talk about the fundamentals and values learned in the course. They use the 'lingo' with each other in direct conversation."