Tools: MS Powerpoint, Vyond, Mentimeter

Business Purpose:

Company T, a retail electronics company has seen a decrease in customer

satisfaction with their IT customer service desk. This has resulted in 

a 10% decrease in sales. Customer Satisfaction Surveys indicate that  IT

Specialists ranked below 20%  in listening and understanding the

customer’s needs.

The Active Listening vILT course is designed to improve the IT Specialists’

ability to listen to and solve customer service needs.  The goal is for IT 

specialists to employ active listening techniques with every customer to 

improve customer satisfaction surveys from 20% to 85% within a three 

month time period.