CX ACADEMY
WELCOME TO THE
CARTER ACADEMY
The Carter Academy offers interactive based learning modules designed with our team members (and customers) in mind to assist you in growing professionally and individually so we can offer our customers secure, effortless, appreciated, and memorable interactions that ultimately lead to loyalty.
CARTER RETAIL STORE
Discover how to interact and engage with walk-in customers, complete simple transactions, and ultimately turn a potentially unhappy customers – due to a broken part or downed machine – into a delighted customer.
GEMBA WALKS
Gemba essentially means “go to the place where the work happens”. Learn how to effectively execute a daily Gemba walk in your shop to allow you to effectively communicate with the customer throughout the duration of their shop repair.
DIGITAL COMMUNICATIONS
The Avaya communication platform is a dynamic and interactive tool, these modules will help you optimize the system and effectively communicate inside and outside Carter.
CARTER CX STANDARDS
Whether it’s Rental or Field Service, these modules walk you through how to deliver top-notch customer experience and service that ensures the customer feels valued, appreciated, and trusting in their partnership with Carter.
CARTER CAT® TECHNICIAN RESOURCES
From machine configuring, to product safety guidelines, troubleshooting, and making a repair, you’ll find quick tutorials, how-to videos, and so much more with these resources. All you need is your CWS ID and log-in credentials to get started.
POST TRANSACTION SURVEY MANAGEMENT
Receiving customer feedback, managing that feedback, and learning how to act upon the feedback is essential in creating and retaining long-standing, loyal customers. Learn how to manage post-transactions surveys today!
LINK CONNECT USER TRAINING
Keep Track of your Net Loyalty Score (NLS). Learn to navigate LinkConnect, the platform that The Daniel Group, uses to gather and display customer survey feedback. This quick, 5-minute training will show you how to review surveys, receive good feedback, and go through the alert resolution process.
RESOURCES
We empower our employees with resources and training to enhance customer experience, ensuring exceptional service and support.
