The Problem
An auto financing company has had a larger than average number of accounts go delinquent in the past few months. Customer Account Representatives (CARs) have been tasked with ascertaining why customers go delinquent, but many are struggling to communicate effectively with customers about this topic.
The Solution
A short in-person session will serve as a refresher training to information about connecting with customers that CARs receive in their initial onboarding. As the goal is to help CARS interact more effectively with customers, the session is based around group activity and discussion to reinforce concepts.
Tools Used: Adobe InDesign, Photoshop; Microsoft PowerPoint
Materials
The following materials have been developed to help the facilitator lead this session successfully. Click on the images below to view the materials.
Facilitator Guide
This facilitator guide contains detailed instructions and suggested discussion topics to help the facilitator meet session objectives.
Visuals
PowerPoint slides display important concepts and questions to guide discussion in a visually appealing and engaging manner.
