Customer Management Training

We offer our training programs in a variety of formats including CD-ROM, paper-based self-study, and facilitated versions. In medium and large Contact Centers, we appreciate the need to not only minimize Reps' time away from Customers, but also to provide training in manageable and brief sessions for maximum efficiency.  Our variety of training formats for each program in this series helps address these needs.  Also, our optional coaching materials provide members of your staff who directly supervise Reps, with the specific knowledge and skills they need to help keep the skills alive, even after the training is complete.  Our revolutionary coaching materials allow your Supervisors and training staff to be as efficient and effective as possible in their organization and coaching skills.

Understanding details makes a Contact Center great.  To uncover these details, Center Reps must demonstrate superior probing skills as they interact with Customers they can't see, often in emotional situations.  They must ask questions and clarify information, so they can determine the most effective way to proceed, while ensuring that the Customer is heard in the process.  And, while Reps gather information, Customers must feel well cared for as they are managed through a waiting process. 

• Effective Customer Contact

  ^SM in a one-day facilitated format.
  
  

• Probing Skills

  in CD-ROM and Facilitator-led formats.
  
  

• Effective e-Service Skills

  ^SM in CD-ROM and paper-based, self-study formats.

To learn more about us and how we can assist you, contact one of our Senior Consultants at 386.462.5562 x 225 or submit an Information Request.