Getting Your Team Ready
Everyone in your organization is responsible for creating a great customer experience. Pivot believes in empowering teams and teaching leaders to create positive accountability and customer experiences that go beyond what’s expected. These are key to increasing customer satisfaction, improving loyalty, and revenue growth. We focus on practice, not theory. Our training recipe includes motivation, occasional kicks in the pants, sprinkles of reality, and a lot of fun.
I recall seeing Pivot at a couple of industry trade shows back in 2018 and sat in on a presentation or two to hear what they had to say. I could tell immediately that I wanted to do business with a company like this. They were forward-thinkers and fun to talk with about all-things related to marketing/branding/surveying/favorite foods. Cumberland Connect has partnered with Pivot to conduct both onsite and remote training sessions mainly around broadband education and consultative sales skills. Having been an electric cooperative business for 80+ years, we had a monopolistic attitude towards anything regarding sales. When we launched our broadband subsidiary in 2019, we knew that we need to change this mindset. Jeremy has been awesome in leading onsite training events with our teams of employees. The training sessions are fun, educational, enlightening, and team building!
Our Training Services
Live and On-Demand Reinforcement
Successful staff growth depends on repetition and reinforcement. Each month, your team will participate in live training sessions designed to educate participants on what great customer experiences look like, how to create them, and how to capitalize on them. Pivot’s reinforcement program focuses on three elements: engagement, education and encouragement.
Reinforcement Training Schedule
January (Engage): Overcoming the Fear of Outbound Calls
February (Educate): Upselling and Cross-Selling
March (Encourage): Sales Stories
April (Engage): Communication 101
May (Educate): Golden Nuggets
June (Encourage): Pep-Talk
July (Engage): Passionately Professional
August (Educate): Industry Updates
September (Encourage): Emotional Intelligence
October (Engage): Creating Calm for Your Customer
November (Educate): Tech Extravaganza
December (Encourage): Take the Lead
See a sample of our On-Demand Content below
GOLDEN RULE: TREATING CUSTOMERS WITH THE RESPECT THEY DESERVE
Onsite Staff Development
The onsite portion of Pivot’s program is the primary element to successful staff development. We’ll spend a few days with your team working on the skills that are most important to you. Getting to know your team with a live, face-to-face session is the first step in building a level of trust with them. The rest of our program builds on this primary element.
Call Coaching Program
Change only occurs when teams know they’re accountable to a set of expectations. Pivot’s call coaching program assists companies by listening to live calls and providing objective data to point out where teams need help. Like any coach, we want to help teams improve their performance. This service allows you to see how your team is performing at a micro level and suggests where future refresher training efforts should focus.
Customer Experience & Journey Mapping
Customer Experience is the new battleground and companies that focus their efforts on improving the CX will win the hearts and wallets of their customers. We believe everyone in your company is responsible for creating a great experience. We can come alongside your team, identify areas for improvement and get your staff engaged to make every interaction better because it’s the right way to serve your customers.
Sales and Revenue Growth
At Pivot, we don’t believe in or teach your staff to be pushy or aggressive in their approach. We believe the basics are still the best methodology. Know and respect your customers, understand their needs and understand the techniques to match your services to those needs. Sincerity, fun, authenticity, accountability and respect are the backbone of our approach.
Faking it will never work in the long run. Most companies cannot rely on the fact that they have friendly staffs alone for growth. Your customers need you to be product experts and your team has to continue learning to stay ahead of your customers. We can help your staff by taking challenging technical concepts and making them easy to understand and relay to customers. They might not be experts in the end, but they’ll feel more confident which will lead to higher customer satisfaction and revenue growth.
Sometimes you just have to get away and have your leadership teams focus on the big picture, strategic plan necessary to move your company forward. We can do as little as 2-hour sessions on industry trends and updates or help guide and facilitate your execs and board through a multi-day agenda. We’ll keep you on track and make sure that your planning objectives are communicated during this annual strategy meeting.
Sometimes our leadership teams need a little shot in the arm. These teams often have members who’ve been there a long time and some who are just starting out. Your management team has to be on the same page, supportive of one another and communicating effectively before expecting that from those they lead. We can help identify these challenges and create a program to work toward getting to a healthier place.
Many industries have enjoyed a long period of time where they were the only game in town. This reality may have led to a culture of complacency, a “not-my-job mentality” and a lack of understanding of how to compete in today’s environment. We can help staff see the big picture and how they will play a key role in changing and shifting the culture of your company. We want to hold on to what made you great and focus on adding more of the necessary elements of what’s necessary to continue that in today’s environment.
Let’s start the conversation
Something made you read all the text on the page—some need, some opportunity, some burning issue your company has. We’d love to hear more about you and have the chance to tell you more about us. Where do you want to go? We’re ready to help you get there.