Customer Connections
Customer Connections
The company traditionally hired people who were naturally passionate about customer service instead of providing formal training. That worked until rapid growth pushed the company beyond 2,500 employees. Without a consistent training program, the customer experience became inconsistent. Customer NPS fell three points below target, and customer churn increased by 12%.
A role-based customer support curriculum
Customer experience focus groups to evaluate and refine the program
Cross-functional training teams to support global adoption
Master Trainer program to scale delivery worldwide
Internal Train-the-Trainer (T3) certification program
An observation and calibration framework to maintain quality
Class NPS up 10 points
Learner response rates up 13%
More than 3,000 employees trained globally
Customer NPS up 10%
Churn down 25%
$2M in cost avoidance
250% ROI
I partnered with leaders across the organization to identify proven customer service training programs, selected an external model that fit our needs. I then assembled a cross-functional team to evaluate and customize it to our own customer support philosophy.
Instead of paying the vendor to deliver every session, I negotiated licensing rights and created a Master Trainer and Train-the-Trainer model so we could deliver it ourselves.
That reduced the cost from about $453 to $94 per employee, saving $359 per person. We certified trainers across six countries and eventually trained more than 3,000 employees globally.
Built a scalable, self-sustaining customer service capability that strengthened the customer experience while supporting the company's rapid global growth.