Share
Preview
The Weekly Resource for Training Professionals
 ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌
Training APEX Awards Best Practice

HD Supply's GREAT Customer Experience Training

HD Supply’s GREAT Customer Experience program is a joint initiative launched by Training and Coaching (Quality Assurance) to provide contact center associates with the knowledge, skills, and abilities to deliver an exceptional customer experience. Participants engage in interactive eLearning with gamification, video, and audio examples demonstrating both positive and negative behavioral examples of HD Supply’s GREAT competencies. Coaches randomly select and rate three calls per associate per month. Individual scores are reported monthly to the business leaders, with special recognition for associates who achieve 100 percent ratings.

Coaches saw an average increase of 16 percent in terms of GREAT behavioral anchors witnessed during call monitoring. In addition, total "add on to order sales by customer care reps" increased 39.8 percent vs. the previous year.  

Advertisement
Advertisement
Top Stories of the Week
Sponsored

Find Your Perfect Training Partner

Searching for the best learning management system, authoring tool, or leadership development simulation? Check out the 2022 Training Magazine Network Choice Awards directory. The community of 56,000 of your Learning and Development (L&D) peers voted for the vendor partners they find to provide the most effective tools and solutions for their work in six categories: Authoring Tools; Custom Content/Program Development; Gamification; Leadership Development; Learning Portal/Learning Management System; and Measurement, Testing & Assessment.

Click here to see the 2022 winners and visit the online directory today.
Upcoming Webinars
Live + Online Certificate Courses
Advertisement
Advertisement
Training Magazine Events
Training 2023 Conference & Expo / Feb 13-15 / Orlando, FL

Training 2023 Certificate Programs / Feb 10-12 / Orlando, FL

Learning Leaders Summit 2023 / Feb 12 / Orlando, FL
View as web page
Training Magazine & Conferences, 5353 Knox Ave S, Minneapolis, MN 55419, United States


Email Marketing by ActiveCampaign