• March 29, 2018
HCMx Radio 81: Teaching Front-Line Personnel: Allison Lagergren on Product Knowledge and Customer Service

Guest: Allison Lagergren, Learning and Development manager at Mercer

Host: Rachel Cooke, Chief Operating Officer, Brandon Hall Group


Mercer is a global consulting leader helping clients around the world advance the health, wealth and careers of their most vital asset — their people. They work collaboratively with clients to transform strategy into practical actions that drive results. More than 22,000 Mercer employees work every day to improve the health, wealth and careers of over 110 million people globally.

In this episode, we discuss the importance of simplifying learning for successful customer service; the front-line people must convey vital information clearly and accurately. The best way to achieve this, according to Allison, is by making sure they understand the information thoroughly and can express it in their own words to customers.

Topics include:

  • The importance of personal contact with front-line employees, not just their managers
  • Making certain that training material is clear, actionable and makes sense
  • Observing employees as they perform their tasks
  • Practicing interactions between employees and customers
  • Providing real-time feedback
  • Ensuring the desired results are achieved in every interaction

We also talk about the recent Excellence Conference as Allison shares some personal insights and more.


Rachel Cooke

Chief Operating Officer Rachel Cooke Rachel is responsible for business operations including overseeing client services, research events and project management. Prior to joining Brandon Hall Group, Rachel was the Chief Operating Officer Co-founder of AC Growth. Rachel has over 15 years of experience in sales, marketing, business development, and sales performance management. Prior to AC Growth, she held several senior management roles and was on the leadership team at Bersin & Associates, a pioneer analyst firm in e-learning and now industry leading HR and talent Research Company. In her Senior Director role, Rachel developed the strategy and led the commercial execution of the solution provider vertical, and grew the vertical into the company’s largest market segment. In her role as Director of Sales, Rachel developed and led a team of senior account executives focused on acquiring global strategic accounts. Rachel was solely responsible for developing key business relationships with over ninety companies including industry icons, such as: Adidas, Hewlett-Packard, Toyota, Oracle, Starbucks, Avnet, Boeing, Kaiser Permanente, Safeway Inc., Wells Fargo, PricewaterhouseCoopers, Clorox and Affiliated Computer Services. Rachel began her career in the banking, media and hospitality industries. In these industries, Rachel held several key senior management and executive sales positions. Rachel received a BA in social science and interdisciplinary studies with honors from Florida Atlantic University. Rachel continued her postgraduate education by completing a series of executive management education courses from American Management Association.

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