Customer Connections
Customer Connections
The company relied on hiring people naturally passionate about customer service rather than providing formal training, an approach that worked well until rapid growth changed the equation. Once the company surpassed 2,500 employees, the customer experience became inconsistent without a standardized program, and customer NPS fell three points below target while churn rose 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, then assembled a cross-functional focus group to evaluate and customize it to our own customer support philosophy. Rather than rely on ongoing vendor-led delivery, I negotiated licensing rights to deliver the training in-house through a Master Trainer and Train-the-Trainer program, cutting delivery cost from $452.92 to $93.75 per learner, a savings of $359.17 per student. We certified trainers across six countries, enabling the program to train 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.