Our Method

Culture, data and people are critical in managing a top performing sales team. The optimization of sales productivity occurs when these three elements are integrated and linked. Consistent coaching is needed to ensure the three are enhanced. Our selling philosophy is to keep it simple. To be successful in customer service , you only need to be competent and excel in 4 areas.

  1. Knowledge 
  2. Customer Focus 
  3. Influence 
  4. Communication


By focusing on these 4 competencies, We deliver linked not linear slices and the coaching necessary for them to be learned. Our slices allow for customization, flexibility and most importantly increased customer service satisfaction and  productivity.

BEATING THE CURVE

Challenge the status quo: The traditional solution is to train Customer Service Representatives  in an event-based method. Training is the act of teaching, a one way download of content or information. Ebbinghaus’s Forgetting Curve proved that less than 20% of the content is retained one day after the training This results in no appreciable change in behaviors.



“Why pay for the full load if you are only going to use 20%” 

  • Our Solution is the Thin Sliced Learning theory.
  • Our philosophy comes from the lens of the learner and focuses on the acquisition of knowledge.
  • Our process delivers a single Thin Slice concept in a concise 75-90 min impactful session.
  • Each slice is tied to one of the 4 basic competencies resulting in improved skills and knowledge throughout the entire Customer Service experience.
  • The learning engagements are interactive and customized and followed up by Immediate field application.
  • Theories are then reinforced and coached at least 5 times in the following weeks to solidify the knowledge.
  • The result is over 80% Content retention which will:
    • Increase employee  Productivity
    • Increase employee morale
    • Increase customer satisfaction
    • Drive both top and bottom line growth