Route to Excellence is a new kind of customer service training that works from the inside out. It starts with strengthening internal customer service and builds on that to create external customer service behaviors that stick.
The facts about customer service are disquieting:
Worse, the ROI on most customer service training programs is practically nil:
The methodology of Route to Excellence sets it apart:
Road to Excellence provides benefits other customer service programs can't touch:
And most important:
Past participants are unanimous in their praise of Route to Excellence.
"It's not just another lecture program. The interactivity and the open discussions really brought everything together. It made me aware of the whole picture. I would definitely recommend it." — Lorrie, Driver
"I really enjoyed the camaraderie. Most people only care about the job they're doing. This opens your eyes to the other side. It teaches you how to react to people and how to treat them. — Mario, Mechanic
"The program helped me be more conscious of other people. To be more open, more compassionate, and not treat everyone the same. Now, no one has to have a bad day because of me." — Kevin, Driver
"I liked the role playing and working through situations with others. I got a better understanding of why people behave the way they do. Any company with customer service problems should try it." — Gail, Customer Service Agent
"MDOT has made an unprecedented commitment to improve its customer service and we support MPTA's efforts to help your agency set and meet customer service goals. I highly encourage all agencies to take advantage of this opportunity to sharpen your focus on one of your highest priorities - the needs of your customers." — Kirk Steudle, MDOT Director
Book a Train the Trainer session with MPTA. MDOT provides the Train the Trainer sessions at no cost to agencies.
Trainers return to their organizations and train participants. Participant training guides are $200 per person.
Participants attend four “drill down” sessions over the course of the following year to further instill Route to Excellence concepts.
MDOT Grant - The first 100 participants to sign up will attend a Train the Trainer session for free with a grant from MDOT. Participants are enrolled on a first come, first served basis by September 2014.
Route to Excellence is RTAP eligible.
If you want to improve your agency's customer service, now is the time to get started. Call MPTA at 517.324.0858