"After a few years of our customer satisfaction surveys dropping regarding customer satisfaction, I put together a training program for our sales staff that focused on the customer experience. The program was designed to help promote an empathetic approach from our sales staff when working with their customers. My process for designing the program started with a simple survey to our sales staff on their perspective of what impacted the customer experience and how they demonstrated empathy. After results were received, there was a pretty significant gap that likely had a huge impact on the satisfaction of our customers. With goals then set for the training, I designed a fun and interactive experience for our sales staff that involved some role playing, a video and slides with direct feedback from our customers. When we held the training during a monthly sales meeting, I could see a lot of eyes open in the room and our Director of Sales and Service, who I worked very closely with during the creation of the program, really helped hammer home key points with his staff. I received a lot of compliments from our staff following the training. Being only six months out from that training, I'm eagerly awaiting results after we send out the next customer satisfaction survey."