If You’re Searching For A Highly-Responsive IT Services Firm In Your Area That’s Easy To Work With, Responds Fast AND Actually “Gets” What The Term Customer Service Means, You’ve Come To The Right Website 

We’ve crossed a threshold. We’ve moved from “we want to be better” to “we are building something that matters.” Our customers feel it. Our team feels it. And it changes everything.

Our goal remains the same: become a brand our customers genuinely cannot live without. Not because we’re the cheapest (we’re not). Not because we have the fanciest technology (we don’t). But because we show up consistently, we listen deeply, we solve problems thoroughly, and we genuinely care about our customers’ success.

That’s the IMPRESS difference. That’s what this WCCXT journey has helped us build.

When we began the WCCXT program, we thought we were signing up for customer experience training. What we didn’t anticipate was how much of an internal transformation it would spark. One of the biggest a-ha moments for us was realizing that CX influences every department, role, and person. CX is cultural, not procedural.

WCCXT didn’t change our identity. WCCXT clarified it.

A key concept we emphasize internally is the balance between what we call the “doctor role” and the “nurse role.” In IT, it is easy for technicians to focus entirely on diagnosing and fixing problems—the doctor role. However, this can sometimes lead to overlooking the equally-important nurse role, which involves empathy, communication, and care. At eCreek, we are intentionally building a culture where every team member embraces both roles. We want our technicians not only to solve problems efficiently but also to provide reassurance, clarity, and a positive experience for our clients throughout the process.

We have a consistent message across our organization: customer service is not just a priority—it is the foundation of who we are.

The training led to unscripted interactions that defined our team’s level of trust and focus. This translated into strengthening of the interpersonal bonds within the team. When team members feel safe, connected, and willing to be genuine with one another, that trust inevitably translates into better service for our clients.

What we value most about the WCCXT program is the way it shifts perspective. It challenges us to look beyond tasks and tickets and focus on the human experience behind every interaction. The sessions were practical, engaging, and full of actionable ideas. For our team, WCCXT reinforced an important truth: every interaction is an opportunity to make someone’s day better.

To truly differentiate ourselves, we needed to elevate the way clients experience our services. We had to evaluate not just what we deliver, but how we deliver it consistently.

Our team is 100% committed to the principles of the world-class customer experience and its framework.

I had always thought client loyalty was earned through big wins: major projects, fast response times, competitive pricing. The reality is that the small, consistent touches are what clients actually remember and talk about. Those things build loyalty in a way that technical competence alone never will.

We don’t compete on scale. We compete on relationship.

What stood out throughout this journey was the realization that we were already heading in the right direction. The program didn’t just teach us new concepts—it gave structure and names to strategies we were naturally adopting. It illuminated our path and validated the progress we had already made as a team.

The level of participation from our team and leaning into the training was impressive. Team members actively engaged in discussions, shared real experiences, and applied the concepts between sessions, which made the training feel immediately relevant and impactful. We now have a shared language and a renewed commitment to empathy, accountability, and continuous improvement.

The most important shift for me was seeing CX as a daily operating system rather than a campaign. The journey was not perfect – we needed reminders and resets along the way – but the combination of steady cadence, practical tools, and coaching made CX a habit rather than a talking point.

Thanks to this training, our team is more engaged, proactive, communicative, and aligned. They bring ideas, embrace accountability, and genuinely care about the experience we deliver. Now we have the culture and the tools to spot issues early and handle them together.

Our goal is simple: a seamless, consistent, excellent experience across every technician and every interaction.

Our team now realizes training can be fun and we can provide a safe space for them to share their ideas, experiences and efforts to provide a better customer support experience to our customers.

This was one of the best business decisions and has allowed us to deliver a better customer experience with the right tools and the right attitude.

Turning Intentional Service Into An Embedded Experience        

What I love most about the WCCXT journey is that this is not theoretical; it is implementable. These concepts show up in how we onboard clients, how we follow up, how we solve problems, and how our team anticipates needs before clients even ask.

We now have structure, language, and practical tools to turn that care into consistent, repeatable experiences.

This certification process encouraged us to look deeper—to examine not only what we do, but how we do it, why it matters, and how we can build systems to ensure that world-class service becomes consistent, repeatable, and woven into our culture. Customer experience is not a single action or a single moment, but a mindset that must be intentionally practiced every day.

We held up a mirror to look at how we lead, how we show up for each other, and how our clients experience working with us. This wasn’t just about CX for clients. That thinking led us to revamp staff onboarding, training, set better expectations, and show up more as leaders.

The WCCXT program opened our eyes to new insights, habits, and levels of awareness that have strengthened both our culture and our client relationships.

We walked away with principles and habits that we use every day, creating stronger connections, higher morale, and lasting loyalty.

Our journey as a company through the 12-week WCCXT was incredible.  Between implementing EOS and this training, our Leadership Team made some difficult staffing decisions to help us shift our culture so we consistently think about the experience we provide to our coworkers and clients. We didn’t have the HOW figured out for improving that experience.  

We created a Customer and Employee Bill of Rights. We’re adding custom fields to our CRM to capture FORD and empowering our team to deliver special experiences to clients when identified.

We pursued the WCCXT certification as a way to formalize our commitment, not just for our clients to see, but also to strengthen our internal culture and ensure that customer excellence is part of every interaction, both externally and internally.

Our WCCXT journey has been more than a training program; it’s been a catalyst for cultural alignment, process improvement, and a renewed sense of pride in how we serve our clients and each other.

The transformation at 911 IT from having no formal customer service program to implementing a structured, value-driven culture has led to significant results in client satisfaction and internal collaboration.

Our newly-created action statement, ‘We are a team of PROS’ (Proactive, Responsive, Ownership, and Simplicity) combined with our updated Core Values are followed internally and regularly shared with our clients. 911 IT now has the tools and knowledge to deliver exceptional customer service and build strong, lasting relationships.

While we’ve always prioritized our clients and our internal culture, this program allowed us to pause, reflect, and reframe our approach through a new lens—one that places empathy, trust, and consistency at the heart of every interaction.

These reflections helped reframe our roles. The WCCXT program gave us structure, insight, and most importantly, clarity. It reminded us that our goal isn’t perfection—it’s connection. It’s trust. And it’s choosing, day after day, to see the world through the eyes of our clients.

Completing the training was a wonderful opportunity for PalmTech Computer Solutions. Interestingly enough this was the first time some employees had thought about soft skills and learning how to use them while others really enjoyed the reminder.

Our team members proactively wantto get to know our customers which makes their day-to-day work more enjoyable. Everyone is taking the information and running with it!

The WCCXT training taught us to slow down a little, listen better, and make sure people feel heard and taken care of—technically and personally. Now we’re more consistent in all that we do and our CSAT scores have gone up.

One major impact we didn’t expect: our clients have greatly reduced their tech shopping. When people feel valued, heard, and confident in the service they receive, they stop looking elsewhere. If you want to stand out in a crowded market, WCCXT is an investment for your clients and your brand.

Our team really found value in considering various situations from the standpoint of our clients.  Several on our team were aware of difficult circumstances among our clients and internally, and that knowledge has engendered compassion and understanding in the face of occasional challenging situations. 

These are life skills to take not only to the workplace but also to social and family situations, and they will prove valuable for a long time to come. 

At Qual IT, we’ve always prioritized technical excellence, but we recently realized the only thing that would set us apart from other IT companies is how we provide the service.

The biggest breakthrough was that being nice isn’t the same as delivering a designed experience. While we’re still learning, we’re no longer guessing at what great service looks like. We’re building it with intention, each and every day.

The best part? WCCXT didn’t ask us to become something we’re not. It gave us the tools to do what we already want to do—deliver incredible service—with more consistency, empathy, and intention. And the changes we’re making aren’t abstract. They’re already in motion, rooted deeply in DenaliTEK’s four core values: Enrichment, Vigilance, Commitment, and Empathy.

We believed we were doing a decent job serving our customers. But “decent” wasn’t enough. We needed a shared framework, language, and standards for truly delivering world-class customer experience.

Internally, there was a visible boost in collaboration and morale. Externally, we started hearing from customers that interactions felt easier and friendlier.

Our commitment to continuous improvement remains steadfast. Our customers deserve nothing less.

It was incredible to see our staff come together to improve the client experience. We were encouraged to view everything through the eyes of our clients.

This doesn’t happen without internal alignment, and this training gave us a framework to nurture that culture.

My favorite part of the WCCXT program was that it forced all of us to focus on how important customer service is and how many fun, everyday things you can do to really make your customers love you.

When our team first started our WCCXT journey, we got some pushback. However, we soon realized there was much more to learn and improve upon.

Months later I continue to see its effects on my team. They consistently prioritize customer-centricity in their interactions. While perfection is unattainable, this journey of continuous learning and growth is essential. The WCCXT certificate was the perfect starting point for our ongoing commitment to being a customer-centered company.

This program provided more than just tools—it offered us perspective, meaningful communication, and a sense of purpose. More importantly, it pushed us to reflect on our identity, our approach to service, and the impact we aim to create for our customers, co-workers, and the greater community.

Completing the WCCXT training is not the end of the journey for us—it’s the foundation. As we move forward, we’re committed to nurturing this culture, reinforcing our standards, and continuing to evolve.

As the CX leader and administrator, I have witnessed firsthand the transformative impact of the WCCXT certification journey on our company. The sessions have equipped us with valuable tools and strategies to enhance our customer experience, leading to higher satisfaction and loyalty. I am proud of the progress we have made in becoming a customer-centric organization.

As a cumulative result of our training, we created the Beanstalk Service Statement: Create A Pleasant Experience For All, Driven By Our Commitment To Excellence.

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! 

One of the best things we got out of our WCCXT journey was connecting with our internal customers and getting to know them in a different light. When we started this journey we were still in the post-merger period with the company we had acquired. This allowed us to come together as a newly formed team and broke the divide of original people and new people.

As a complete team, we are more focused on making sure that our clients enjoy their experience with any team member. We strive to give them the best possible experience each time we interact with them, that is a non-negotiable for us. It’s also extremely gratifying to see everyone’s willingness to always be better for our current and future customers.

Our recent journey through the WCCXT program fundamentally reshaped our understanding of what it means to serve our clients. The pivotal “a-ha moments” have helped us redefine customer service within our organization.

Those a-ha moments yielded results such as increased positive feedback, greater team alignment and reduction of procedural inconsistencies.

We have learned that excellence is not a destination, but a continuous journey.

At CompliancyIT, we embarked on our WCCXT journey to enhance the way we communicate with our clients and integrate new ideas into our existing policies, plans, and procedures.

The “Never and Always” concept built upon an existing practice and increased accountability. The “Day in the Life” provided a deeper understanding of our clients’ experiences and any outside influences that could affect how they communicate with us. We learned to approach client interactions with more empathy and understanding.

The training was extremely valuable!

The WCCXT training was very informative and helpful in taking Monmouth Cyber’s relationship with our clients and coworkers to a higher level.

Each session offered something new we could implement or just gave a refresher on best practices overall for handling communications. We now pay more attention to how we address clients both on and off the phone or on-site and remember to stay compassionate and not take any emotion the client expresses personally.  

The training complemented our core values, caused us to reflect and reinvigorated our team with day-in-the-life examples. This was a great opportunity for our team.

My new role at Preactive IT Solutions has given me a fresh perspective on our company’s inner workings. We have an incredible team, yet I began to notice that our response times, tone in e-mails, and approaches to client concerns could be more polished and efficient. I knew there was potential for us to raise the proverbial customer service bar.

A welcome surprise was learning about my colleagues as we worked through the material. Seeing our team embrace and adopt the concepts showed the impact of this training and I couldn’t be prouder of their growth.

It has been a transformative experience allowing us to build a stronger, more connected team.

This transformative program has revolutionized the way we engage with both external and internal clients. We now have a deeper understanding of their needs, priorities, and pain points, making our interactions more relevant and relatable. This isn’t just a one-time effort; it’s an ongoing process that continually shapes how we operate.

Reflecting on this incredible journey, I am immensely proud of what we’ve achieved. Most importantly, it has established a strong foundation for a culture of continuous improvement. This is just the beginning, and I am excited to build on this momentum to keep delivering exceptional experiences for our clients and each other. Together, we are committed to going above and beyond, every single day.

This course has been a huge game changer for our team. Our team has reframed the way we think about serving our customers.

This was truly a full team experience. All facets of the workforce joined in. We came up with unique solutions to problems and truly brainstormed as a company, instead of remaining in our own silos and being frustrated with the way things are.

A final note: a wonderful byproduct of the course was its ability to bring our team together. Being a group of remote staff, we don’t always have a ton of opportunities to just get together and talk. Simply taking this course has contributed to us improving our internal culture.

The impact of these training sessions has been extremely measurable. First, our CSAT scores have greatly increased. The improvement in communication has made our team more mindful of our clients’ feelings and needs.

Internally, the team dynamics have also transformed. The recognition that anyone relying on us is our customer (whether an external client or a fellow team member) has fostered a greater sense of responsibility and collaboration. Team members are faster to help each other and more invested in ensuring that all clients receive the best possible service. Couple this with the game of catching negative cues and we have lightened the mood and increased awareness.

There was initial resistance to the training as many felt it added extra work to already demanding roles. This became a valuable learning opportunity, leading us to reflect on the importance of understanding and appreciating each person’s role within our company.

One of the more surprising challenges we faced involved changing our language. Our New Jersey team is accustomed to a direct style of communication. Those who once resisted the idea began ending calls with, “My pleasure, is there anything else I can do for you today?” This shift, while seemingly small, had a significant impact on how clients perceived our service.

The training has taught us that the journey toward providing world-class customer service is about growth, adaptability, and a willingness to learn.

We got off to a great start, paused due to increased workload and returned to the trainings by breaking into smaller teams.  

The information really got the team interacting and debating the topics.  In all honesty, there were times when we didn’t want our meetings to end as they were so engaging. It allowed us to gain a holistic 360 view of our customer service experience both internally and externally.  

I must say we have a great team onboard with us, and like me, thrive on improving ourselves for the better of the company.  

Our team watched each session and discussed the CX concepts. We always found valuable insights. It was interesting to see each team member’s perspective based on their role. 

This was a great team-building opportunity. It made us a stronger team which directly translates to delivering a higher quality experience.

The WCCXT trainings provided our employees an easy platform to share experiences and suggestions on how to implement new resources for delivering a better Customer Experience.

As a company we have always striven to give the best customer service possible.  Positive results from the training include: “High Five” recognition for team members who have done an exceptional job; “Kudos Program” highlights the effectiveness of customer service and encourages the staff to be more attentive to their statistics and customer support; and Daily Meetings now include sharing best practices or new things learned.

Our biggest breakthrough has been to stop and listen to the client fully. This better positions us for offering the correct and best solution to resolve and close tickets. As we continue to grow and build new relationships our focus is to become the brand that outshines all other brands in tech support. 

This journey has been a real eye-opener for our Aligned Tek team. Going through the certification process made us realize that we could be doing more to connect with our clients on a human level—not just solving IT problems but truly understanding their needs and frustrations.

Key “A-ha” moments and results:

• Considering the emotional side of what our clients experience
• Creation of the “Never & Always” list that guides who we interact with clients every day
• Mapping out of the entire client journey from their first contact to ongoing support
• Proactive approach for customer service
• Increase in team spirit and teamwork
• Building relationships
• Measurable increase in client satisfaction

What surprised me the most was the importance of  treating our internal team like customers. If our employees feel valued and supported, that positivity naturally gets passed on to the clients. Now, we encourage open communication, recognize great work, and foster a culture where everyone feels they have a say. It’s amazing how much this shift has improved our teamwork, and it’s showing up in how we serve our clients as well.

The WCCXT certification has given us the tools to keep improving how we work. I couldn’t be prouder of how far we’ve come and excited about where we’re headed.

When my CEO mentioned the WCCXT program in a leadership meeting, I assumed it would be like lots of the customer service training courses we had been through before. However, the DiJulius Group had unique ways of presenting the known concepts while also teaching us new ones.

As we progressed through the training we were pleased that many ideas presented were ones we had previously integrated into our company culture. We had been on the right track. At the completion of our training, here are concepts that stood out to our team:

Making Price Irrelevant – Price is not the factor we need to focus on; it’s the value we provide.

The F.O.R.D. Method – We are integrating F.O.R.D. into our PSA to allow the techs to gather and reference this information when interacting with our clients.

Be The Brand They Can’t Live Without – We are ensuring that our prospects and clients do not see us as a grudge buy.

The WCCXT program provided the opportunity to bring our team (local and remote) together making us a much stronger organization.

Since its inception, PCPlus Networks has always prioritized providing exceptional customer service. This pursuit led us to discover WCCXT which proved to be a valuable asset as a TMT partner as it introduced us to the certification program.

Throughout the WCXXT training, we identified numerous areas for improvement and began implementing the new standards. We openly acknowledged and corrected our mistakes — holding each other accountable. Ultimately, the training proved highly inspirational and provided a transformative experience for our company.

We learned that we must live and practice customer experience in our personal and professional lives to remain consistent and continue to refine our approach to deliver exceptional experiences to both our internal and external customers.

As business owners we may already recognize that our clients’ experience is the cornerstone of our success. However, I didn’t realize how much we could possibly learn. Over several months, our team underwent a transformation that has really elevated our service delivery. The program has proven to be an invaluable asset in driving our commitment to excellence.

The results speak for themselves. To date the number of five-star Google reviews has grown to nearly 100—a clear indicator that our clients recognize and appreciate the elevated level of service we now provide. This feedback is not just a reflection of our team’s hard work; it’s a testament to the effectiveness of the program in instilling a culture of continuous improvement and client-centric service.

WCCXT has been more than just a learning experience for all of us—it has been a long-term strategic investment in our future. If I had an a-ha moment it was a couple months ago when I realized how well the team has been performing not just with clients but really with each other. We are confident that our commitment to client satisfaction will remain one of our defining strengths going forward.

As the CEO, fostering a positive and customer-centric culture is a top priority. We structured the WCCXT program to last three weeks with one session per day, ensuring that every team member—regardless of their role—could engage deeply with the material.

One pivotal takeaway from the training was outstanding service starts within the team. We have created a foundation for an exceptional external customer experience by developing strong internal practices. Several key insights emerged from the training that fundamentally shifted our perspective on customer service – going Above And Beyond, being a good listener, internal customers, and the role of invisible service providers (the non-customer facing staff).

The WCCXT certification journey has been a transformative experience for our organization, reinforcing our unwavering commitment to delivering unparalleled customer experiences. We look forward to leveraging the training to drive further success and uphold this mission, which we all take pride in.

Having our entire staff, including me, go through the WCCXT training has elevated the way we do things at ATS.

Our company culture has improved. Our hiring process is more extensive to ensure we bring on people who really want to work here and will fit with our culture.  Periodic re-orientation with the WCCXT trainings is part of our plan so we are all talking the same language.  One of the most important lessons we learned was “Why Am I Talking (WAIT).”  Each of us must always stop to listen and be “present” in the entire conversation.

Consistency in getting the same great service from each team member is another core concept.  We are neither Starbucks nor Disney, but we can create lasting great memories and always smile when talking to the client.  Consistency in how each team member does their respective job helps us to deliver an excellent customer experience.

We’re also implementing new strategies to create and strengthen the emotional connection with our customers – a differentiation. The certification was a great investment of time and energy, period.

As the CEO, fostering a positive and customer-centric culture is a top priority. We structured the WCCXT program to last three weeks with one session per day, ensuring that every team member—regardless of their role—could engage deeply with the material.

One pivotal takeaway from the training was outstanding service starts within the team. We have created a foundation for an exceptional external customer experience by developing strong internal practices. Several key insights emerged from the training that fundamentally shifted our perspective on customer service – going Above And Beyond, being a good listener, internal customers, and the role of invisible service providers (the non-customer facing staff).

The WCCXT certification journey has been a transformative experience for our organization, reinforcing our unwavering commitment to delivering unparalleled customer experiences. We look forward to leveraging the training to drive further success and uphold this mission, which we all take pride in.

Our journey began with a company meeting to discuss where each employee felt we needed improvement in our service procedures.

We have implemented multiple changes to our client interaction protocols. Technicians now begin and end each communication by addressing clients by name and introduce themselves with a brief personal statement. These changes have significantly increased client engagement and satisfaction, making interactions not just transactions but opportunities to build lasting relationships.

We conducted empathy training for all technical staff that has helped to foster a more respectful and client-centered service culture. Our customer satisfaction scores have increased by an average of 18%, and our employees are asking for more training and responsibilities. The certification process has instilled a sense of pride and ownership in our team that has boosted morale and dedication.

We are dedicated to continuous improvement in customer experience. It has fundamentally shifted our internal culture towards greater empathy and teamwork. We are excited to continue this journey, always striving to exceed the expectations of those we serve.

When we embarked on the WCCXT certification we were skeptical. How much impact could customer service training truly have on our IT service company? As it turns out, the impact was profound.

It was refreshing to see our team balancing their technical skills with superior customer service. Customers have noticed the difference and are appreciative resulting in an increase in positive feedback and customer satisfaction scores.

Our Team Members had their own styles and approaches, leading to varied customer experiences. The WCCXT training emphasized the importance of consistency in service delivery. By refining our standardized processes, every customer interaction is now handled with the same level of excellence.

The training helped our Team Members see the bigger picture and take more pride in their work—how their roles directly impact the customer experience and our company’s collaborative success.

In the fast-paced, ever-evolving world of IT services, it’s easy to focus solely on technical skills. By learning and excelling in this area, we’ve improved our customers’ experience, strengthened our team, and differentiated ourselves from other IT companies.

Tech Rage IT embarked on a journey to achieve the WCCXT certification which proved to be
enlightening and transformative for our team. The timing of the training was ideal as we onboarded three new employees, and they too participated in the process, ensuring that the entire company was on the same page.  

We believed that we provided good customer service, but we also recognized the importance of ensuring its consistency and excellence. We pleasantly observed that the ideas and methodologies resonated strongly with our team members. 

The training helped improve external communication and brought up the point of internal communication. Leadership needs to provide the same level of customer service to its employees to have a happy workplace, which reflects happy employees and encourages excellent customer service.  

The WCCXT certification has been instrumental in shaping our approach to customer service and
reinforcing our commitment to excellence. We are proud of the accomplishments we have achieved thus far and remain dedicated to continuously refining our practices to meet the evolving needs of our customers. 

Our team diligently analyzed past experiences and these reflections provided invaluable insights to clarify and ensure that every interaction is met with the willingness to provide an extraordinary experience with the greatest professionalism and proficiency. 

Adapting to the learning curve of each team member was essential, recognizing that not everyone progresses at the same pace. We preferred that the valuable information was absorbed with meaning vs. rushing towards a targeted deadline especially when a lot of things had transpired in terms of servicing some issues that arose during this process. 

The “Never And Always” framework reinforced our team’s commitment to continuous improvement and fostered a culture of accountability and integrity. They are poised to overcome any obstacle that may arise, emerging stronger and more resilient than ever before. 

The journey towards WCCXT certification has been a testament to HI Tech Hui’s unwavering commitment to excellence and continuous improvement.  

The WCCXT certification has been a great opportunity for our team to improve the customer service we offer. As a leader, I took advantage of the resources and all the sessions as we must develop some series of skills to be a “zero risk organization” and become established as a strong organization capable of managing not just security systems but just as importantly, people.

In addition to the typical CX skills we learned, we realize that we must strengthen our teamwork skill. We plan to create personalized feedback that can help our teammates understand the importance of their job and the reason why it must be done correctly as the service we offer to our clients.

We know that it is not a matter of just keeping skills as a metric but applying it in every aspect to avoid creating machines. We can emphasize that we see each other as potential clients making not just the needed job but making corrections and giving useful tips within the work environment. This will help us to continuously improve the service we offer.

In today’s competitive business landscape, the importance of exceptional customer service cannot be overstated. As business owners, we understand that solid communication skills are at the heart of successful client interactions. However, we faced a unique challenge with a young team as they did not always prioritize this critical skillset.  

It was essential for our team to understand that this training was to benefit our client interactions and could also be applied to their daily interactions within our organization. The response from our team was overwhelmingly positive, and their enthusiasm exceeded our expectations. 

The training program provided theoretical knowledge and encouraged our team to think critically about their interactions with clients. Our daily morning huddles became a platform to discuss the training material covered, allowing us to apply the concepts to real-life scenarios in our business.

The decision to achieve this certification has proven to be a strategic move, resulting in tangible improvements in client interactions and internal dynamics.

The timing was right for WATG to go through customer experience training.  We are a group of 37 people with diverse skills, backgrounds, personalities, and life experiences that had varying opinions on what great customer service is.  Our mixed bag of opinions in the customer experience arena became even more apparent during the pandemic years.

We needed a consistent focus on the customer experience with individual and group accountability.   There was still something missing – consistency. WCCXT was our missing piece to create cohesiveness in customer experience direction and action.

Here are some key learnings from our customer experience training:

• Our team is more compassionate and proactively looks for ways to help clients, both external and internal.
• Everyone bought into our Customer Bill of Rights that gives us consistency in service.
• We now have a proactive approach to gathering needed information from external customers.
• Be A Great Listener – Place your full attention on the person speaking.
• Our team took to heart that everyone has a customer, everyone is a customer, and excellent communication is crucial.

We are delighted to have completed this program and will be participating in the continuing education sessions.  There is always something new we can learn and implement or be reminded of.

Vector Choice chose to pursue the WCCXT certification to grow beyond boundaries to emulate our core values and to honor the commitment to delivering an unparalleled client experience. The reputation that WCCXT maintains with John DiJulius and the TMT staff members leading it made it an easy decision for this undertaking.

We started this journey of the WCCXT Certification with some foundational knowledge but with ignorance of how to effectively implement some of the concepts with deliverables. Early results from implementing the WCCXT concepts was an overall CSAT rating increase from 93.11% in 2022 to 94.34% in 2023!  Having an already very high CSAT rating means it’s no small feat to increase it by almost 1%. Also, our number of awesome ratings almost tripled.

Vector Choice’s WCCXT certification journey emphasized a positive transformation in customer service. The impactful long-term benefits of this certification on both internal processes and external client relationships are unmatched and will carry on through all company core values and beyond.

We are committed to continuous improvement and dedicated to providing clients with an exceptional experience.

Our entire team has enjoyed and benefited from the WCCXT sessions. The education and examples provided have played a pivotal role in helping Team Ener shine during interactions with our clients. Ener Systems embraced the WCCXT certification with gratitude and enthusiasm. The comprehensive sessions became a cornerstone in our commitment to elevating customer experience standards.

As the WCCXT administrator, witnessing the seamless integration of WCCXT concepts into our daily practices has been inspiring. The positive impact on our team dynamics, client satisfaction, and the overall customer experience is a testament to the transformative power of the WCCXT certification. This certification is the beginning of our journey, not an end.

Everyone was all in on implementing world-class customer service. Having the customer experience training in place helps to remind us that the overall interaction and perception that our clients have with IMS is an entire journey. From the first point of contact to ongoing support and post-purchase services. It encompasses every touchpoint and interaction our client has with us, including online and offline interactions, product or service usage and customer support. We want to WOW our customers to be raving fans.

One longstanding client sent me an e-mail without prompting that read “Thank you so much. I know we would never get this level of top-notch service from any of your competitors.”

This journey exceeded our expectations. Investing the time in the customer experience is about exceeding customer expectations every single time! It’s a strategic approach that can lead to long-term success, customer loyalty and sustainable business growth. Thanks for putting together this great training.

ItCon’s journey through the WCCXT certification sessions was a transformative experience that significantly elevated our customer experience approach. As the CX leader, I’ve witnessed remarkable breakthroughs and implemented impactful CX concepts that have improved our interactions with our clients and fostered a culture of excellence among our internal teams.

During the WCCXT trainings, everyone shared examples of how to apply the CX concept at work. Now, every week we conduct a reinforcement training. One CX concept that we quickly implemented was the Never & Always approach and it’s front and center for everyone at our office.

Our WCCXT journey has been a transformative experience that continues shaping how we approach customer experience. Yes, there will always be room to improve and 2023 was the year of working on customer experience aggressively thanks to the WCCXT certification.

The World-Class Customer Service Training (WCCXT) certification is a game-changer that left an indelible mark on our approach towards client engagement. The impact of this training has not only been felt within the company’s culture, but has also translated into tangible improvements in client satisfaction and SymTec’s overall success.

One of the standout outcomes of the WCCXT training is the heightened awareness among our technicians when interacting with clients. Incorporating WCCXT principles into our monthly company meetings has facilitated ongoing discussions. By formalizing what was previously implicit, we’ve enhanced alignment across the team and established a valuable reference point for maintaining a more consistent experience for our clients. Beyond the technical aspects of our services, the training emphasized the importance of acknowledging and celebrating significant milestones in clients’ personal lives.

We plan on using the WCCXT training and concepts for our company going forward as we bring in new employees, we will have them go through this training in the first few months. We strive for continual improvement as a company and this training is great to have going forward.

Central to TeleComp’s success is the implementation of the WCCXT process, which has profoundly enriched the experience journey for both customers and staff members alike. The company’s executive leadership team embraced the training, employing the sessions as cornerstones in their daily oversight of employees, and underscoring the significance of a customer-centric approach throughout the organization.

Collaborations with TMT and The DiJulius Group over the preceding two years infused our company with profound and meaningful transformations. The ethos of “Never & Always” and “Always/Always” has become ingrained in the company’s fabric as well as the “Day in the Life” insights.

The WCCXT process not only shapes TeleComp’s culture but also fortifies its core values that serve as a driving force behind the organization’s ethos. By leveraging WCCXT to bolster our culture and uphold our values, TeleComp ensures that the principles of exceptional customer experience remain intrinsic to every facet of its operations, thereby solidifying its reputation as a customer-centric leader in the telecommunications industry.

Our journey to achieve the WCCXT certification has been a transformative experience for our company. Our goal was to elevate our IT services business by implementing and practicing Customer Experience (CX) concepts in a non-technical yet impactful manner.

Through the implementation of CX concepts learned during the certification process, we elevated our business practices and differentiated ourselves in a competitive market.

Moving forward, we remain committed to fostering a culture of customer-centricity and continuously refining our approach to deliver exceptional experiences to both internal and external customers.  

We started the World-Class Customer Service Experience certification to improve how we interact with each client.

We set up a plan for the team: Watch one session every week and review the concept and discuss the quiz questions at our weekly meetings. We created our team’s non-negotiable standards — TTT’s Never & Always – to use every time we interact with clients and colleagues.

Personally, I learned an important lesson: a common-sense experience concept like the Never & Always may be simple to understand; however, it’s more challenging to consistently deliver on it, at least in the beginning.

We want to be the company clients can’t live without for IT / Cyber Security needs.

One thing that I insist on is that CST provides outstanding service to our customers so I was delighted to learn we had access to this certification. With our continued growth, I had worried that the customer experience would become less of a priority for staff. 

ALL of the CST staff participated and it became a topic of discussion at every weekly meeting.  We discussed the week’s content, praised ourselves on the processes we already had in place and discussed the content we knew needed to improve upon or items we need to implement.  One major discussion was the need for meaningful, emotional connections with our clients and how we must be authentic, genuine and demonstrate that we truly do care about our customers. 

So now we start bragging on both CST and our clients.  I want to shout from the rooftops how amazing our services are, how amazing our clients are and how our level of customer service is impactfully different than any other IT firm.  Showing the certification on our website and posting on our social media accounts will only reinforce what we already know. 

I am forever grateful for what this training has done for me and my team.  As we hire new staff, this certification is now part of their onboarding.  I know it will ensure our level of customer experience is improved year over year. 

From the first World-Class Customer Experience Training session, it was clear how seamless it would be to implement the elements of World-Class Customer Experience (CX) into Bytecafe Consulting’s business practices and standards. These CX elements were effective and straightforward would be integral to differentiating ourselves from our competitors.

The success of the “Day In The Life (DITL)” training and creation of a customer-focused video sparked a new opportunity we call a “Day In The Life” of our colleagues. The program has improved our standards for client interactions and is uplifting our colleagues for providing an excellent experience to our clients.

As the CX leader for Bytecafe, I see the positive effects of this program reaching beyond our customer interactions. The lessons learned during the WCCXT training have made us more effective as a leadership team when it comes to executing new processes, expectations, and programs across all departments.  As an organization, we know our clients better and we understand them better. Therefore, we care for them even more than we did before.

My background is in hospitality management where you must be on your game. This course is the closest to my previous training and experience that I have seen.

After almost four years in the IT industry I know technicians are “programmed” differently. As a result of our WCCXT training, I’ve witnessed a positive difference in the way our technicians handle things.  They know and hear that just wording things differently can mean the same thing but create a different experience for our clients.  We also see an increase in positive client reviews.  We’re more aware of cues that could indicate a problem brewing with a client and become proactive in resolving the issue before it becomes a serious problem.

A couple of the trainings brought to light that we all are always “on stage” no matter if we are sitting at our desk or working onsite at a client.  Another neat result of our training is that our technicians recognize a colleague when they go “above and beyond” to take care of a client. 

These sessions were a welcome refresher for me and I plan to revisit them regularly. 

At B4 Networks, we strive to have an environment that is welcoming to all our clients and employees. Through the training with TMT and The DiJulius Group, we implemented tactics that have improved our internal and clientele relations.  

Something that stuck with me from this training was how we often consider excellence in customer experience to be solely external, to be applied only when speaking with clients and customers. This lesson has brought me and our team together in ways that we did not expect. 

Our experience with this training has been both eye-opening and uniting. It provided us the opportunity to better learn what each person values and how we all perceive these teachings. This opportunity to brainstorm together and put pen to paper, in a way that we were quickly able to see was very productive and invaluable.  

Taking the time away from daily duties to open a dialogue internally, about small improvements that have big impacts, has been such a great opportunity to learn together.  

Hodgson Consulting & Solutions has always been committed to our clients’ success, so much so that it became one of our core values. We’re always looking for ways to deliver more to our clients to provide them with the best possible experience.  

Since we began the WCCXT training program we have seen a 14% increase in our CSAT score! This not only represents satisfied clients, but it also translates into stronger client relationships and repeat business, which are crucial to our company’s success. The training under the WCCXT program has given all of our team members the customer service skills essential to interactions with clients. 

After seeing the increase in our CSAT scores and positive comments we wanted to make sure that every employee knew how much our clients appreciated their hard work. We incorporated positive review comments into our tech’s daily huddles as “shout outs”. We also highlight the positive feedback during our quarterly All Staff Meetings. This consistent positive feedback is cultivating a sense of pride among our employees. 

The WCCXT training has helped us raise the bar of customer service. 

There were several topics that we put into practice for our company and our culture. We have always been a customer-experience focused company where our #1 core value is to “Create a WOW Client Experience.” This training was right up our alley in aligning with what we want to provide to our Clients. 

One of our personal favorite sessions was Relationship Building as a great client relationship creates a brand that our clients can’t live without, making the price irrelevant. Pushing this concept of customer service helps our culture and the expectations of our clients.  In turn, client testimonials and success stories help others see the value and experience of IMPACT’s services apart from the simple tech-y line items. 

As a team, we paid attention to the World-Class Internal Culture session more intently. We believe that our external experience can only be great if our internal culture is great. To collaborate and communicate better internally means a better outcome for our Clients. It’s all part of a customer experience cycle with our Clients appreciating us and helping our team feel that they are making a difference in their businesses.