Our Success Stories

Customer Service Initiatives: 
PoV 2 is an ongoing customized customer service initiative, designed to help employees integrate the organization's core values with daily practice for a more effective customer experience.

I worked with leaders and a team of three training professionals to outline and develop a complete curriculum including:
  • A five-year training plan based on the organization's current mission, vision, and core values, including objectives, content outlines, and evaluation tools.
  • Five half-day classroom courses appropriate to all 3,500 employees, , including senior leadership
  • Three half-day classroom courses for managers on supporting a customer service culture
  • Hands-on classroom activities and breakdowns appropriate to auditorium style seating and smaller classrooms with flexible room arrangement.
  • Monthly reinforcement tools (i.e. related articles, youtube videos, or blog posts related to the content delivered in the most recent classroom course).
  • A short-version for new employees to orient them to the culture of the organization.
To date, 1,500 employees have completed the first classroom course and 93% of the participants plan to incorporate the concepts they learned in training to their daily work and 88% would recommend the course to others.
Framework was a custom-branded customer service culture initiative, focusing on developing emotional control, understanding differing perspectives, framing conversations, and communicating with tact and empathy when working with internal and external customers.

I worked with leaders and a team of three training professionals to outline, develop, and deliver a complete curriculum with a 96% participant approval rate, including:
  • A two-year training plan, including objectives, content outlines, and evaluation tools.
  • Six full-day classroom courses appropriate to all 850 employees of the organization, including senior leadership
  • Two full-day classroom courses for managers on supporting a customer service culture
  • Hands-on classroom activities and breakdowns
  • A short-version for new employees to orient them to the culture of the organization.