How can companies effectively measure the impact of ongoing training and support on the customer-centric mindset of their customer service representatives in high-pressure situations?

Companies can effectively measure the impact of ongoing training and support on the customer-centric mindset of their customer service representatives in high-pressure situations by conducting regular assessments and surveys to gather feedback from both customers and employees. They can also track key performance indicators such as customer satisfaction scores, resolution times, and repeat customer rates to gauge the effectiveness of the training. Additionally, companies can observe and analyze real-time interactions between customer service representatives and customers to identify areas for improvement and provide targeted coaching and support. Regularly reviewing and adjusting training programs based on these measurements and feedback will help ensure that customer service representatives are equipped to maintain a customer-centric mindset in high-pressure situations.