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.
