Most companies tell their front line to deliver a "great customer experience", and that's the extent of it. Verizon is going deeper, digging in to culture and operations with their Service Elite program.
Are “polite” conversations ruining your numbers? Yes, probably. That sounds ridiculous, doesn’t it? Hear us out.
Hot sauce can teach you a lot. It can teach you how to respect your limits, or how to push them. It can teach you pain management, or raise your pain tolerance. It can teach you that you like hot hot heat, or that you prefer to play it safe with salt. Whatever lessons hot sauce may have in store for you, I have one I’d like to share: after the product is perfected, you need to focus on relationships.
The way training has traditionally been positioned, used, and delivered is what we’ve coined “20th Century Training.