Corporate Pulse Consulting - Increasing Personal & Organizational Performance

A large and growing organization had contracted with a leading training and development company to produce a customer service training program, customized to their specific needs. This company, one of the largest in the United States, was unable to meet those requirements. The client needed a program divided into three sessions, held in classes of 25 in nine locations, delivered over two years to about 30,000 people in every job function.

We were asked to lead an internal group of writers and creative designers, create the entire program from scratch and have it ready to roll out in only a few months. This included research, design, production and logistics. Time was short and the pressure intense. We also assisted in hiring over twenty temporary part-time trainers and conduct train-the-trainer sessions to bring them up to the high standards required by the organization. That included on-going professional development of the training staff to ensure quality delivery and a consistent message.

The project was an overwhelming success according to the organization leadership and the 30,000 people who went through the training. All goals were met or exceeded, and the organization received numerous compliments on the customer service skills of those that went through the training. During that time we also provided coaching to the temporary training staff, many of whom were able to move on to new and rewarding positions of their choice. The project design team realized the true extent of their capabilities, building confidence for the future.