Gain measurable value from our customer relationship training programs

Measurement

With our unique system, we take a baseline measurement at the beginning of each program that shows how effectively your employees are using a specific skill. We continue to track your employees’ improvement as the program progresses.

As the formal program concludes, the link between adoption of relationship skills and business impact is elicited via a case report in which each participant demonstrates how using the tools contributed to actual business results. You get detailed quantitative as well as qualitative reporting, and you can see how participants are connecting the dots between application of their new skills and the business outcomes you need.

Training that Yields Brochure

Embedding

Here’s the reality: It takes more than one day to change behaviors. Our blended programs are designed to ensure participants understand our toolkit and know how to apply it in actual situations they face on a daily basis. Eighty percent of live workshop time is spent interacting with cases and practicing new skills. This extensive application gives participants the confidence needed to use new skills in real-world situations.

Behaviors learned in face-to-face workshops are reinforced and sustained by e-learning, in-the-field action plan implementation, and interactive coaching sessions. This process allows participants to share with one another the tools they’ve tried and the results they have achieved with their customers. Facilitators and peers provide the motivation and support needed to continue applying skills on the job with impact.

Training that Sticks Brochure

Customization

Designing a program that delivers results starts with asking the right questions: What do you really care about? What are your big picture goals? What are your sales or service metrics? We’ll drill down into what you truly want to achieve, such as generating new revenue, reducing response times, understanding your customers’ needs, or creating more value for your customers.

Once we understand what you want to get out of the training, we’ll customize a program to your industry, your company’s goals, and your employees’ roles. Based on interviews with your people, we develop interactive role play scenarios and case studies that match the important situations your employees face each day, resulting in high engagement by training participants and immediate on-the-job impact.

Localization

The rules of effective – and even appropriate – communication vary greatly by region and country. That’s why our certified facilitators not only speak the local language, they also have deep industry-specific expertise that allows them to tailor the program delivery to address both cultural nuance and unique workplace challenges.

Participants who practice skills through role playing are able to speak as they would on the job and receive the targeted feedback needed to effectively apply program tools in their jobs. While programs materials are delivered in English by default, GPT can translate workshop materials into local languages as required and for an additional fee.

Certification

Each program has its own set of certification criteria that require each participant to apply the toolkit on their job and generate business results. When participants use a tool, it often transforms their relationships with their customers. Participants, who are required to describe customer responses, are also coached to understand and capture the numbers that back up their business impact.

A fundamental shift happens when participants go through the certification process. Prior to training, they might not think their day-to-day actions could, for example, generate a revenue opportunity. After training, participants make the connection between their actions, their customer relationships, and business results. Your employees are rewarded with transformed relationships and heightened effectiveness at work and beyond, and they receive a tangible certificate of achievement.

Project Management

Our project management team handles all the logistics of your training program, anywhere in the world. We schedule training, send reminders, produce materials, and will even book training venues and hotels if needed. During the program, we track participant attendance and can coordinate with your in-house systems as desired.

All we need from you is program support and promotion that encourage your participants to attend. In our experience, clients who make training mandatory realize better results, faster.

Local Coordination

Once we know the locations where your employees need training, we’ll work with our local teams to handle any on-the-ground logistics. Our facilitators are former industry executives who speak the local languages and understand the local cultures.

Our facilitators may act as local coordinators, arranging the training venue if needed and ensuring all materials are printed and ready to go for your training. While there may be central coordination of a global program, GPT can also provide regional or local contacts.

Technology Support

For our e-learning and online coaching sessions, we provide the support needed for smooth training. We also handle all the data capture, surveys, action plans, and final case studies through our measurement system.

While we typically manage participant tracking, including attendance, participation, and certification, we can also work with your learning and development department to ensure our processes mesh with your internal learning management systems.

Integrated Training Platform

Our integrated Carli™ app training platform enables your entire organization to go through a consistent and cohesive training program. From asynchronous and synchronous e-learning activities to face-to-face workshops, your entire program will be supported by the Carli™ app platform (web or mobile). It’s easy for program participants to sign up for live training sessions, access training materials, complete activities and diagnostics, see their upcoming requirements and track their progress all in one place. And program sponsors can receive reports on the status of all participants. This seamless experience provided by the Carli™ app platform is what supports the delivery of our other capabilities listed above.