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.
