The document describes AXIS, a training company that offers customized solutions to help clients improve skills like customer service, sales, coaching and leadership. It outlines some of their training programs, emphasizes their customized approach, and details their process which includes alignment, analyzing best practices, developing customized materials, training delivery, and follow up. It also provides a case study example of a project with a telecommunications company that improved sales, customer service scores and other metrics.

1. A significant gap exists between the time and money spent on
corporate initiatives and on-the-job applications of new skills.
This disconnect results when employees are ill-equipped or leaders do
not invest the time to set clear expectations, gain commitment from their
team, and provide ongoing support.

2. The AXIS Impact
Thanks to years of experience in a variety of businesses, our knowledgeable team at AXIS offers an amazing training
program to help dramatically improve your people. Our expert coaches will engage with enthusiasm to effectively
transfer knowledge and skills that make a real impact and build excellence in your business or organization by
evolving your best practices into “next” practice success.
CUSTOMER SERVICE
Learn how to exceed the
expectations of every customer.
Discover ways to resolve every
customer’s situation at the initial
point of contact.
Identify and address what your
customer needs to be satisfied
without pointing blame.
Learn how to have quality
conversations with customers.
Acquire skills to manage customer
issues efficiently, giving you time to
service more customers.
Learn to become more effective at
diffusing angry customers.
CONSULTATIVE SELLING
Leverage Marketing/Business
Intelligence.
Practice using features and benefits
of your products and services.
Learn how to effectively prospect for
new clients.
Develop skills to conduct an
understanding meeting where you
will connect with your client and
gain insight to move forward
effectively.
Learn how to present solutions that
excite your prospects.
Learn how to resolve the most
common objections.
Improve your ability to use
supporting evidence in your sales
efforts.
COACHING/LEADERSHIP
Develop a consistent overall
leadership process
Understand how to set goals with
your team and manage them
effectively.
Understand how to listen and
uncover opportunities for individual
and team improvement.
Improve your ability to transfer skills
to your team members.
Learn to give timely and meaningful
feedback.
Learn the art of accountability.
Learn how to help your team
member become more confident
and capable when handling difficult
situations.
CUSTOMER RETENTION
Learn how to greet and build
rapport with customers.
Discover how listening helps retain
customers.
Learn how to use effective features
and benefits to create reasons for
customers to stay.
Discover how to sell value before
incentives to get customers to stay.
Understand how to resolve issues in
an amicable way.
Understand how to leave customers
encouraged and happy about
staying.
© AXIS Marketing Communications, Inc. 2015

3. Customized Solutions
WHAT MAKES US DIFFERENT?
AXIS will help develop tailored programs
that align goals and strategy for better
execution and overall results.
With this process, our clients develop the
skills necessary to be successful, which will
directly improve performance. The proven
process outlined here has produced
significant results with other clients,
including: AT&T, Stanford Labs, and
Farmers Insurance.
We combine key business metrics, goals,
training, testing, coaching, and follow-up
to steadily improve the skills and habits of
the team until they are producing the
desired results.
We change the way you look at things. Changing your perspective to get a
different view is the first step in making things better. We can look at your
company from the inside out to put a laser-focus on the challenges you face.
We customize. We are not an off-the-shelf company. We discover what your
business needs and focus on a flexible plan designed to fit your situation to get the
most effective results.
We transfer skills. Anyone can expose your company and your people to new
ways of doing things. However, people only change the way they do things
when their knowledge becomes a skill they feel comfortable with – and that is
when improvement happens.
We incorporate your real business data and initiatives. Build relevance and
participation with a Common Service Language for profitable growth and
employee engagement. This ‘next’ practice methodology takes you far beyond
best practice status quo.
We follow-through. We don’t walk out the door on the last day of your session
and hope for the best. We continue to follow-up with your company to see where
you are and what else needs to happen to get to the place you want to be.
© AXIS Marketing Communications, Inc. 2015

4. Our Process: From Best to “Next”
FOLLOW-UP
Once implementation has started, we must continue to follow-up, practice, and hold people accountable for the right behaviors. We know that
habits don't change overnight, and to truly be different, we must build the right habits and that takes time. We remain in the field to provide continuous
support and rigorous interactive coaching immediately following training.
We will work with our clients to drive results. After the initial follow-up period, we will review with our clients what additional steps are necessary to
maximize results and ensure a continuous reinforcement of the best “next” practices. We will provide an ongoing status/progress report to senior
leadership. We will also introduce clients to our virtual interactive training platform for long-term, sustainable results.
The follow-up time period with us is the most critical investment that clients will make in the initial stages of this project. It is our goal to be certain that
our clients have acquired and retains the necessary skills to sustain the project, and make them part of the everyday culture. The follow-up, which
takes place in the field, will require clients, along with our coach, to demonstrate the new skills learned for sustained results.
1
ALIGNMENT & VISION
MEETING
2
“NEXT” PRACTICES &
ANALYSIS
3
DEVELOPMENT & DESIGN
4
EXECUTION -- ILT
ROLLOUT
Our experience has taught us to
bring everyone in for a meeting to
discuss and agree on the vision for
the project and put a laser-focus
on growth and development. We
help get everyone on the same
page, and then share the vision at
all levels. We will quantify project
goals and 3-4 key objectives and
create clear accountability for
people to insure project success.
We will also confirm a timeline
and schedule at this meeting.
Our materials and training builds
on your current best practices. As
we spend time with our clients, we
will document the specific
behaviors that drive the desired
performance and determine the
keys to successful outcomes. These
behaviors will become the heart of
the project, establishing true next
practices for success.
The “next” practices program is
highly customized and built into
the overall project.
Incorporating your marketing and
business intelligence will provide
the relevance needed for optimal
buy-in. Workshop materials, job
aids, and a coaching game plan
will then be developed.
This is the fun part! Our experts in
personal development and
behavior engage your people and
leaders with energy and
enthusiasm for relevant and
memorable impacts. We will
deliver instructor-led training to
transfer the skills and behaviors
that will drive superior
performance. The sessions will be
90 percent interactive, and
involve case studies and practice
sessions.
© AXIS Marketing Communications, Inc. 2015

5. GOAL
To improve the sales, marketing knowledge, and coaching skills of over 10,000 agents and 300 coach leader of Fortune 500
Telecommunications Co. internal and outsourced channel partner customer care centers which take calls from the company’s customers in
many different customer channels, as well as to create a sustainable plan for long term ROI.
OVERVIEW
A Forturne 500 Telecommunications Company, an industry-leading communications and entertainment provider, contacted AXIS Marcom to
further develop customer service and sales skills for their global vendors. Every customer call is an opportunity to deliver unmatched customer
service and to offer suitable products and services that would benefit their customers. AXIS introduced and rolled out SAMI (Sale and
Marketing Intelligence) which focuses on several key skills:
• Understanding customers better and what their preferences are when it comes to their buying habits.
• Helping agents have better, quality conversations that don’t sound scripted and create a buying environment for the customer.
• Helping leadership create a sustainable plan for long term ROI.
• Improving first call resolution and customer loyalty by lowering resistance
RESULTS
In the first three months of execution on the project:
• TV sales are up 45%
• Bundling and revenue-per-call are up 21.7%
• Customer service scores are up 23.1%
“Your knowledge, flexibility, eagerness and ability
to adapt to ANY situation is priceless. I couldn’t ask
for more or a better working relationship with each
and every member of your team.”
TRISH STONE, LEAD CHANNEL MANAGER
Fortune 500 Telecommunications
Co. Case Study
© AXIS Marketing Communications, Inc. 2015

6. Get In Touch!
Manuel Castillo, Consultant
mcastillo@axismarcom.com
619-798-6905
Andrea Wilson, Chief Revenue Officer
awilson@axismarcom.com
858-349-1212
Southern California Office
425 E. Alvarado Ave, Ste E
Fallbrook, CA 92028
© AXIS Marketing Communications, Inc. 2015