The two biggest changes I noticed taking place during the training program was our employees used their names and identified their departments when answering the phone. Prior to that, you were lucky to get the department name. I feel that by stating your name it helps employees connect to customers. Additionally, if the customer needs to call back for some reason they know who to ask for by name. As I had hoped for in signing up for the training, I am witnessing carryover of the training to our walk-in customers. I personally have watched our staff make an effort to do add-on sales to walk-in customers.
I would clearly recommend this training to others. Too much of our training is spent on hard skills related to product and brand. We all tend to forget we are in a people business and strong soft skills in dealing with customers are highly important to our future.
