The CATV Training Institute has introduced its "Customer Satisfaction" course. The course is intended to guide field technicians through all stages of a positive customer experience, from the initial phone call to the follow-up satisfaction survey. Included in the coursework are both the Net Promoter Score (NPS) performance tool and the LAPSE model, which covers how to deal with difficult customers.

The company's online B2B portal is focused on cable MSOs and subcontractors and employs standardized learning processes and central dashboard for management control.

The program uses an interactive format and cognitive learning techniques, numerous video tutorials, instructor-led whiteboard examples, selectable audio narration and zoom-able graphics to explain and illustrate course material. Student progress is reinforced with periodic quizzes within each lesson, and SCORM-compliant final exams are imbedded at the end of each course.

Upon successful completion, the student receives CATV-TI certification with a diploma for download and a unique ID number that can be verified online by potential employers and cable operators.