The WCCXT program has further engrained the importance of excellent customer service at NCI. By embracing excellent customer service as an ongoing practice rather than an end goal, our team has developed both a common service language and enhanced our ability to deliver plus-one service while staying devoted to practicing all of our core values.
Some key results from the training were improvements in client feedback, message consistency, listening with greater intention, responding more thoughtfully, and managing challenging interactions with increased professionalism. The lessons we learned are helping NCI continually improve our focus to deliver plus-one service to our clients!