If you’re not teaching your employees how to drive customer delight, you’re not fulfilling your potential to enhance customer loyalty and profitability. Our training programs give everyone in your organization the knowledge necessary to “wow” your customers.

Customized online training modules and certification testing are essential for teaching employees what it looks like and sounds like to delight customers. If your company doesn’t have an internal staff devoted to training, we have dedicated solutions for providing this key component of achieving customer satisfaction. A well-thought out training program is also essential for making the most of a mystery shop program and other forms of measurement. We can help you create and administer training to your employees to ensure everyone is set up for success.

Our training for your employees and internal management will integrate seamlessly with your customer feedback programs because we create and implement the same training for our field representatives. This way, everyone knows what to look for, and everyone is held to a uniform standard. It also greatly increases statistical validity when analyzing data.

The BestMark Advantage – Employee Training & Certification

Our training programs are designed to work hand-in-hand with the rest of our management solutions. The underlying purpose is to improve customer satisfaction and promote growth.

BestMark’s consulting services use proprietary research methods to isolate and identify the key drivers for your particular business (key drivers are the primary behaviors that drive customer delight). Once those behaviors are identified, we craft online training modules and develop certification tests that are consistent with your existing training materials.

BestMark’s knowledgeable staff and talented writers will make sure the material is presented in an easy-to-understand manner. We have a unique ability to distill large amounts of complex information into simple, trainable concepts.

Our research confirms that showing employees what ideal behaviors look like and sound like and making employees accountable for the delivery is a proven way to increase growth.

Benefits of our training and certification solutions

• Properly trained employees are more engaged and provide better customer service
• Training modules are custom built to include your specific procedures, terminology and images
• Providing a vehicle for periodic review and certification keeps goal behaviors top of mind for all involved
• Web-based training is accessible to anyone, anywhere, as long as there is a computer and an Internet connection
• Online tutorials allow employees to learn at their own pace and review items as often as they wish

Actionable Insight

We create web-based training tools accessible to all involved. Our powerful GuestLink™ system even allows you to mandate regularly scheduled employee trainings/certifications and link that data to other performance measures.

We can help you understand which concepts are most responsible for increasing customer satisfaction and help focus training efforts in those areas. Pairing our training solutions with additional services such as mystery shops, compliance audits, and follow-up exit interviews is a great way to maximize the value of the training program and realize the positive impact training has on the entire organization.