Valley Glass offers commercial, residential, and automotive glass services across five locations. When we met them, they had just experienced 150% turnover in the customer service team. Customer service reps struggled to balance a vast knowledge of glass types and pricing, the ability to deal effectively with insurance companies, and handle upset customers all at the same time. We designed a ninety-day onboarding program that gave reps not only the product knowledge they needed but also the skills training to deescalate upset customers and problem-solve their way through insurance claims. As Valley Glass moved into a new corporate location, they were able to begin the process of standardizing training across all five locations with the help of Scalability.
- High turnover rate and long ramp period
- Complex products and systems
- Poor customer experience and feedback
- Built a comprehensive customer service training program
- Provided all the tools necessary for rep success
- Incorporated interactive learning to ensure engagement and retention
- Reduced turnover from 150% to 45% in under a year
- Shortened the ramp period for new hires
- Reduced managers’ time investment in training new hires
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Other Success Stories
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