Discover Dogs’ Customer Interaction Training: ILT

Challenge
Discover Dogs identified a need for more targeted support for new employees engaging with customers. In particular, staff required guidance on how to ask the right questions to uncover customer needs, limitations, and readiness for change. Although the company promotes a customer-centric approach as part of its core values, these principles were not being conveyed to new hires in a structured or consistent way.

Solution
A full-day, face-to-face instructor-led training (ILT) course was developed to equip employees with questioning tools and strategies to support customer decision-making. The session includes a range of dynamic, real-world activities that promote reflective practice and build applied confidence. The ILT package includes a slide deck, comprehensive facilitator guide, and participant workbook. While it can be delivered by any facilitator, it is most effective when led by a senior in-house team member who can model the expected behaviours and reinforce consistent standards.

Results
This activity-driven training approach strengthens new employees’ skills and confidence in customer interaction. Participants report feeling more capable of working independently, which in turn has contributed to greater consistency in advice and improved customer satisfaction in store.