On-site training is for managers and employees in charge of making connections with customers and understanding key drivers of customer satisfaction. Training will emphasize the need for excellent service and how that naturally leads to sales, rather than simply treating every interaction as a sales opportunity. Other subjects include the role of a capable and confident customer advocate, recognizing and addressing situations of emotional distress, applying the PACT model for problem resolution, importance of quality assurance and follow up, detection and escalation of customer driven concerns. Training will improve service offerings at an individual level which lends itself to a natural improvement in sales.
