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Customer Support Reimagined
Customer Support Reimagined
Getting back to our why: YOU and the people you serve
Customer Support Reimagined
Keeping you, our US customers, updated on our transformation
Hi! I’m Shantel Love, the new VP of Customer Success for Clinical Assessment. As an avid reader (and of late, podcast consumer), I’ve spent a lot of time immersing myself in tales of others on a quest to better themselves, their communities, and their workplaces. I’ve drawn an immense amount of inspiration from those journeys and have made it my goal to foster that spirit of growth in our team here at Pearson.
One important lesson I’ve learned through everything I’ve read and experienced in my life is that growth is a process, and it begins from wherever you are today. So, today I want to share with you a little bit about how we are growing here at Pearson, and what that journey forward will entail. If you have recently felt that our support team didn’t have the knowledge or expertise to sufficiently assist you, we’ve been listening, and — most importantly — we heard you.
Today, we are transforming our customer experience team from the ground up. We are transitioning your support to a hand-picked, US-based team of experts who will have the product knowledge you rely on when you call on us for guidance. Some of these experts might be a familiar voice on the other end of the line, bringing with them decades of combined product expertise and a deep understanding of where we are headed.
While it may seem that the task ahead for us will be rigorous, I know that we are not alone. My entire Pearson Clinical Assessment team is beside us on this journey, and we will also be looking to you for guidance as we move forward.
Be on the lookout for ways to provide feedback on how we’re doing and how we can continue to improve. The timely knowledge you provide will help us determine where we are succeeding and where we still have room to grow.I want you to know how much I am looking forward to the road ahead and getting to know many of you along the way!
To growth!
Shantel
P.S. Need some support today? Give us a call at 1-800-627-7271
“We are transitioning to a hand-picked, US-based team who will have the product knowledge you rely on.”
“Customer experience isn't just one thing; it's the holistic perception of how your customer feels after each interaction." – Shantel Love
We’re rebuilding our support team from the ground up. See how far we've come and what's still ahead.
January: Team of supervisors began
February: Customer experience training began
July: Call volume for classroom assessment products was shifted to US
September: 100% of call volume is shifted; transition to US-based support is complete
Questions?
See our FAQ page or reach out to our Customer Experience team at 1-800-627-7271!
