Engaging. Interactive. Transformative.

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.

Most Customer Service Training Doesn't Work

The facts about customer service are disquieting:

• 80% of organizations say they deliver great customer service
• 8% of their customers agree
• 4% of customers voice their dissatisfaction
• 96% either seethe in silence or quietly leave

Worse, the ROI on most customer service training programs is practically nil:

• 60% of customer service training programs have no effect beyond 30 days.

Why Route to Excellence Works

The methodology of Route to Excellence sets it apart:

• High Interactivity - Employees enjoy participating, and—as a result—the training sticks with them.
• Quarterly Reconnects - Includes four additional sessions at spaced intervals to reinforce training.
• Instructor Independence - Participants are not trained by an outsider; anyone in your organization can learn to lead the program. No training experience is necessary. It takes only takes minimal preparation to lead an eight-hour session.
• Measurability -Tools for measuring training progress are included
• Focus - Designed by and for transit agencies

The Benefits

Road to Excellence provides benefits other customer service programs can't touch:

Better relations between departments - Eliminates silo thinking
• Consistent levels of service - Not too little, not too much
• A common service vocabulary - An organization-wide communications method
• Better relationship/conflict management - Builds respect and trust
• A safe environment for addressing issues - Employees can air problems without reprimand
• Improved internal communications - Employees learn better communication methods
• Established customer service standards - Everyone understands what is expected of them

And most important:

• Significantly improved customer service

What Past Participants Say

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

What MDOT Says

"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

How To Get Started

Step One

Book a Train the Trainer session with MPTA. MDOT provides the Train the Trainer sessions at no cost to agencies.

Step Two

Trainers return to their organizations and train participants. Participant training guides are $200 per person.

Step Three

Participants attend four “drill down” sessions over the course of the following year to further instill Route to Excellence concepts.

Funding

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.

Book Your Train the Trainer Session Today

If you want to improve your agency's customer service, now is the time to get started. Call MPTA at 517.324.0858