As a leader in the equipment rental industry, Milton CAT has the vision to be the best solution provider in the area when it comes to parts, rental, and service. To capture more business, they realized the need to develop longer- term customer relationships while incorporating personality to the transaction. It was important to streamline a consistent message across the rental locations without associates continually sounding robotic to the client on the other side of the phone.
Following an assessment exercise with members of Milton CAT, Signature Worldwide delivered on-site training for all Milton Cat Parts counter agents at their 12 locations. Following the training deliveries, a focused training reinforcement program was put in place. This included Quality Assurance calls, Coaching-on-Demand, and yearly refresher training sessions to drive ongoing development.
The skills learned from Signature’s training are now part of Milton Cat’s internal culture. Milton Cat. When a customer calls Milton Cat, any of their 50+ counter agents begin with the same consistent greeting, welcoming the customer. Throughout the call, each of their individual personalities shine through as they utilize the skills and behaviors learned to provide the customer with solutions in a professional and polished manner. Milton Cat employees enjoy that they can call Signature’s Coaching-On-Demand whenever convenient and Signature’s coaches are available and ready to help.