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Wi-Fi Training for a Scandinavian Operator’s Customer Service Representatives

Client Case Study

Our client’s situation:

A Scandinavian operator recognized that a good knowledge of Wi-Fi has become vital in delivering customer service. They sought our help to educate their call centre staff and service technicians on Wi-Fi so that they can provide better service to customers.

What we did:

  • We developed a two-day training course that we customized to not only include introduction to and advanced Wi-Fi concepts, but also, modules on operator-specific Wi-Fi issues and Wi-Fi CPE testing.
  • We delivered the course to our client’s senior team members in “train-the-trainer” style so that they can later deliver the session to their teams.

Client gains:

The operator’s senior call centre staff and senior technicians received Wi-Fi training in the two-day course. These staff then later trained many more of the operators’ staff using the training material provided, which is now part of their staff training curriculum.

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