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.
