Introduction
Many customers today have far more control than they did in the past. With social media, unhappy customers now have a louder voice. Getting customer experience right has never been more important than now. One of the keys to consistent customer satisfaction is to constantly train people to reinforce the right behaviors, skills, and knowledge that support the exceptional customer experience. Employees need to gain a clearer understanding of what it means to consistently deliver on promises and manage customers effectively to retain them and help the long-term growth of the company.