Training is provided via a blended learning methodology. On-site classroom learning and virtual training is available. Subjects include: Going beyond the basics of "good service," Defining a "great" phone experience, and Self-coaching techniques for frequent improvement. Training methods include a variety of the following instructor led: lecture, discussion, reading, self-assessments, planning simulations, role play, video clips, case studies, demonstrations, group break-outs and brainstorms, group and individual presentations. Training is suited for employees working primarily with customer concerns over the phone.