TrueLearn alignment programs are unique, state-of-the-art learning experiences. The programs help create new insights and understanding built as much upon the participants’ prior knowledge and experience, as upon the provided course information. Here is a sampling of excercises in the “Maximizing Performance through the Customer Experience” program. The meaning of service standards Participants get the opportunity to relate service standards like ‘friendly’ and ‘helpful’ to their specific work role. They explore the facets of each standard and the desired behavior. What is customer experience? We provide context by helping employees realize that everyone is a customer. Employees participate in exercises where they experience typical shopping situations and discuss how they would have reacted in those situations. We also highlight the financial impact of poor customer care to the company. Employees begin to recognize the magnitude of the opportunity. The perfect situation In order to respond to customer needs, we need to identify what we have to work with – tools and resources available; values, standards and policies in place; and customer needs and cues. We let participants analyze ‘perfect’ situations, where we highlight proper use of sales building strategies and display of behaviors. Participants also identify critical moments where a sale could be lost. They then do calculations and relate to performance measures. In the shoes of the customer We portray an actual work environment where participants have the chance to practice desired behaviors in a safe environment. How to prioritize between stocking shelves, helping co-workers, and being available to answer customer questions? Which tools and resources can be used in a situation? What behaviors are in line with the service standards? How to respond to questions and demands? … and more. Participants identify behavior gap areas and begin to formulate ways to improve. These behaviors are linked to the organization’s customer experience strategy. From understanding to action To tie everything together, participants commit to changing their behavior to offer excellence to customers. The behavioral changes are linked to key customer experience measures, and participants identify ways in which they can contribute to overall success.