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Training

Is your team ready to play ball?

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.

Reinforcement clients

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Learning Management Course clients

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Services

Reinforcement Live and On-Demand Reinforcement Successful staff growth depends on repetition and reinforcement.
Reinforcement

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

Join us on January 4, 5, or 6

February (Educate): Upselling and Cross-Selling

Join us on February 8, 9, or 10

March (Encourage): Sales Stories

Join us on March 8, 9, or 10

April (Engage): Communication 101

Join us on April 5, 6, or 7

May (Educate): Golden Nuggets

May 3, 4, or 5

June (Encourage): Pep-Talk

Join us on June 7, 8, or 9

July (Engage): Passionately Professional

Join us on July 5, 6, or 7

August (Educate): Industry Updates

Join us on August 2, 3, or 4

September (Encourage): Emotional Intelligence

Join us on September 6, 7, or 8

October (Engage): Creating Calm for Your Customer

Join us on October 4, 5, or 6

November (Educate): Tech Extravaganza

Join us November 8, 9, or 10

December (Encourage): Take the Lead

Join us December 6, 7, or 8

See a sample of our On-Demand content below

Golden Rule: Treating Customers With The Respect They Deserve

Staff_Dev Onsite Staff Development Develop your team's customer service skills with Pivot's comprehensive and customized onsite staff training programs.
Staff_Dev

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.

Accountability Call Coaching Program Change only occurs when teams know they're accountable to a set of expectations.
Accountability

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.

Cust_JourneyMap Customer Experience & Journey Mapping Companies that focus their efforts on improving the CX will win the hearts and wallets of their customers.
Cust_JourneyMap

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 Growth Sales and Revenue Growth We believe the basics are still the best methodology.
Sales Growth

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.

Product_Training Product Training Faking it will never work in the long run.
Product_Training

Product Training

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.

Strategic_Planning Strategic Planning 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.
Strategic_Planning

Strategic Planning

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.

Mgmt_Coaching Management Coaching Sometimes our leadership teams need a little shot in the arm.
Mgmt_Coaching

Management Coaching

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.

Culture_Change Culture Change Many industries have enjoyed a long period of time where they were the only game in town.
Culture_Change

Culture Change

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.

Branding CPNI & RFR Training Taking the pain out of compliance training. Courses on demand.
Branding

CPNI & RFR Training

Taking the pain out of compliance training. Courses on demand.

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Case Studies

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About the client:

Westfield Gas and Electric is not your typical electric and gas utility. Having identified the need to diversify their revenue streams, the company began offering gigabit broadband in 2016 to the communities they had served with utility services for more than a century.

Situation:

WG&E wanted to train their staff on how to provide customer service to a new industry, broadband, in a competitive environment. In doing so, they wanted to rely on an agency with experience in the broadband industry.

How we helped:

Pivot provides multiple onsite trainings covering a diverse range of topics to their entire company each year, reinforcement training, and call coaching services. WG&E successfully launched broadband and VoIP services, and the relationship between Pivot and WG&E has grown into a trusted partnership.

Call-out:

We helped WG&E with research, too. See our WG&E research case study.

Up Next: Taylor Telephone
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TaylorTel
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About the client:

Taylor Telephone is a local communications provider in Texas, with a solid history and reputation for delivering high-quality services.

Situation:

Taylor Telephone knew they needed more than a refreshed brand and attention-grabbing marketing to stave off competitive threats posed other broadband service providers in their service area. They would also need employees prepared to exceed the needs of today’s smarter, more demanding consumers.

How we helped:

Pivot delivered company-wide, onsite Customer Experience (CX) training to inspire employees to do more during each interaction and develop more meaningful relationships with customers. The employees of Taylor Telephone embraced the CX message and Pivot returned for Sales and Internet of Things training, as well as provide ongoing, monthly webinar training to their team.

Up Next: DMEA + Elevate
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Elevate
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About the client:

Delta Montrose Electric Association (DMEA) is an electric utility provider in southwest Colorado.

Situation:

As part of a phased rollout of their gigabit broadband service, Elevate, they initiated a door-to-door, business sales program (B2B), but needed assistance in maintaining the program and coaching their sales force.

How we helped:

DMEA retained Pivot to oversee the B2B sales efforts. Our team helped DMEA identify opportunities/generate leads, provided inspiration and coaching of their salespeople, and developed a sales structure, strategy, and accompanying tactics using a process that was easy to maintain and execute.

Up Next: WCVT
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WTCV
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About the client:

Waitsfield and Champlain Valley Telecom has been proudly serving neighbors and local communities with local service and world-class technology since 1904. They provide local telephone service, long distance, and high-speed Internet to the Mad River and central Champlain Valley regions of Vermont.

Situation:

WCVT wanted to improve customer service and overall customer experience. They also needed to have a way of making sure that the team is covering all of the critical elements necessary with new customers. They needed objective data at an individual staff member level to help their team improve.

How we helped:

Pivot engaged in ongoing Call Monitoring/Call Coaching for their frontline Customer Service Representatives. We held webinars for implementing call standards and monitored calls monthly, giving feedback for accountability and coaching tools for their manager to work with staff on an ongoing basis. Their scores have improved tremendously over the past couple years and this has been very useful in making sure all staff members are providing a consistent customer experience and it’s been really great for onboarding new staff.

Up Next: Mid-Rivers Communications
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About the client:

Mid-Rivers Communications is primarily a broadband service provider covering more than 30,000 miles in eastern Montana.

Situation:

Mid-Rivers needed support with a culture shift in the organization. While they have a firm grasp on sales, they wanted to focus more attention on “going beyond good” with regard to the experience their customers had at every touchpoint.

How we helped:

After thorough discussions with their leadership team and frontline staff members, Pivot collaborated with Mid-Rivers to create a Customer Experience Plan. The plan included several onsite training sessions with their entire staff as well as executive sessions to help the leaders understand how to promote this movement among their individual teams. Pivot continues to reinforce this movement with ongoing training for their staff and are already seeing major improvements in both customer satisfaction and employee satisfaction.

Up Next: Westfield Gas & Electric

What Clients Say

The training gave us great insight to what customers want and expect from us. I believe it will help us provide an even more positive, memorable experience for customers going forward.
Taylor Telephone employee
This training is a must. Investing the time and training in your employees through Pivot is not only going to empower and encourage them to do their job, but to go the extra mile. It’s great knowing that my employer wants to invest in me so I have the chance to grow in the company. As for the training sessions, they will hold your attention and not lull you to sleep like others would. Truly, I had a great experience.
Mid-Rivers Communications employee

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.