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.
