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.
