Customer Support Reimagined

Getting back to our why: YOU and the people you serve

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Overview
FAQs
Questions?

Overview

Along with change comes questions, and we’ve answered some of the most common ones here at our FAQ page.

FAQs

Why are you changing your customer support team?

We appreciate that our customers were experiencing some challenges with the outsourced customer support model while there was also an expressed request for customer support agents with an understanding of the field, assessments, and the clinical assessment industry. This new model focuses on bringing a wide team of high-caliber Pearson employees together that are focused on enhancing your Customer Experience.

When will this change occur?

What will I need to do to prepare for the change?

What will be different with this new support process?

The new support process is intended to focus on enhancing your customer experience. Feedback from our customers suggests that you require empathetic agents, a seamless interaction with minimal hand offs, proactive support, and quick resolutions. Given this feedback, these are the primary areas that we are focusing on while being mindful of the wide range of feedback we’ve received.

How do I request support after the transition?

If I call in today, will I get a Person-based Customer Care Representative?

Our Customer Experience team has prepared to support you while we are in the process of transitioning our phone and support resources away from our outsourced team. This process has taken place over the summer, and we plan to be in full swing with our Pearson-based Customer Support team in the United Stated after our Back to season begins. We currently have Pearson-based Customer Experience Specialists in the US answering customer inquiries via phone and email channels.

Will these services be offered in French?

Professional assessments

Digital administration/scoring

More digital solutions

Resources by topic

Training

Field research

Webinars & blogs

Ordering

Manage orders

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Customer Support Reimagined