Sarah Casalan's experience in a UPS Store revealed that outdated training methods were hindering employee engagement. This led her to launch a digital training system in 2024.
'The magic of The UPS Store happens over the counter,' Casalan explains. 'If you can't meet someone's needs or solve their problems over the counter, it is terrifying and it'll ruin your day - so we need to make sure [employees] are empowered really quickly with all of the knowledge.'
The improved digital training modules help ensure that customers receive quick and satisfying service at The UPS Store, even during busy times, thus maintaining the company's strong franchise reputation.
The new training system, a significant shift from outdated methods, focuses not just on helping employee performance but also enhances the overall experience for customers.
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