Promiso, a service provider to diagnostics and insurance companies, manages a fleet of phlebotomists who are key to customer interactions and service delivery. Their commitment to professional excellence is essential in maintaining the company's reputation and customer satisfaction.
Challenge
Promiso faced the task of enhancing their phlebotomists' professionalism in several areas:
Customer Interaction: Ensuring positive and effective communication with clients.
Professional Appearance: Maintaining a high standard of dressing and cleanliness.
Service Etiquette: Adhering to the best practices in customer service.
Solution: Training via Mikros on WhatsApp
Promiso turned to Mikros to provide a training solution that was both accessible and effective:
Engaging Content Delivery: Leveraged WhatsApp to send microlearning modules on customer service best practices, etiquette, and appearance standards.
Ongoing Learning: Enabled continual professional development with regular, easy-to-consume content.
Impactful Results
Improved Training Efficiency
Mikros was found to be 30-40% more efficient compared to previous training methods, allowing for rapid upskilling of the phlebotomist team.
Increased Customer Satisfaction
Post-training, there was a significant 20% increase in the Customer Satisfaction Index, reflecting the quality of customer service provided.
Reduced Customer Complaints
A marked reduction in customer complaints was observed, demonstrating the effectiveness of the training in instilling proper service protocols.
Conclusion
The integration of Mikros microlearning platform into Promiso training regimen brought measurable improvements in service quality and customer satisfaction. This case study highlights how targeted training via widely-used communication apps like WhatsApp can lead to significant advancements in professional conduct and customer relations.
