Throughout the training program agents … Kaisha W., HR Training Coordinator, Natgasoline LLC. trailer (Group Work allotment between Session 9 and 10 will be the same) Group work session continues Completion of Worksheet … Charles’ way of teaching was pleasant, exceptional, superb, and commendable. Loved every minute and the fun interactive aspect of our workshop exceeded my expectation. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “Greg was awesome! Managers sometimes approach this process by glossing over details, skimping on the boring stuff and throwing agents to the phones … Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. The skills that a person possesses can mean the difference between a successful interaction and a caller who is less than satisfied. As part of your training program, we will modify content as needed to meet your business objectives. Delivering bad news and saying “no” can be two of the most challenging aspects of a call-center agent’s job. In this workshop segment, we’ll explore best practices for performing those functions and the importance of documenting and capturing the essence of a conversation. Who offers an interactive workshop? Transfer calls, place callers on hold, and document conversations. He kept the class moving forward and kept us all engaged and participating. Eduardo was very interactive with the group and had excellent ideas to promote thinking and participation. Thank you, Greg!”, “Greg Jones was a DYNAMITE presenter! ��F�5C��6��t��V�jrx�a��J�@�AnT��@`����������Mg0;�5�2H1�0d0�t�~``��Ǵ����O`�4PS�q9���w��%6$@�oz��G�������/0Dh7�3�9���dǽ���pD�re`^Jc\,�@:��y{�f� L�� %%EOF She started on time, and the time flew by.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. Her style translates to small groups as well as large formal settings. We really enjoyed it. Thank you for all your support and value you brought this team. Offer best practices for placing callers on hold, transferring calls, leaving messages, and documenting conversations. The sense that you are a number, a transaction, or a cog in a machine. I am in business development and while I consider myself to be somewhat refined/savvy, I walked away with so many things to up my game while with clients and the number one lesson and tie back point is that it is 100% about making the client feel comfortable and special. He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “In each of the sessions that ZMC has hired Business Training Works, I have learned something new — even with the same topic. We are excited to use the tools created by zombies. The training was well presented and held the group’s attention. 3–D JUST A CALL AWAY – The Outbound Call FOREWARD This program is designed as a half-day training session on handling the outbound call. 0000006106 00000 n 0000001883 00000 n For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”, “Everyone really enjoyed it and came away with tools to help them be a stronger leader! I took this class years ago with her and she makes the information stick.”, “Stefanie was upbeat, engaging, and relatable. 0000003675 00000 n My colleagues cannot stop commenting how amazing the training was, and we are energized to put our new skills to work. We all got a lot out of the training and hope to have him back again for follow up.”, “Myla was very professional and brought subject matter expertise to the training. Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Liz B., Manager, Duluth Public Works and Utilities, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Sharon M., Quality Manager, Northern Valley Indian Health, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona. 0000001962 00000 n 0000003610 00000 n Charles is a great teacher, I would like to have him teach them.”, “Thank you for yet another great presentation. At the conclusion of this course, participants should have a renewed sense of purpose and new skills they can deploy back on the call-center floor. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. His English wasn’t that good, and I don’t speak anything else. 0000008508 00000 n This program is ideal for anyone planning to work at a Call Centre. Documenting your customer support onboarding and training procedures in a customer service training manual can help new hires learn their jobs faster and do their jobs better. Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. Use metrics to learn and grow in their roles as agents. In this part of the workshop, we will focus on empathy and how to quickly identify with another person’s feelings. %PDF-1.6 %���� Carole M. Manager, Laboratory Inspection Training Program, Cement and Concrete Training Laboratory, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Valerie R., Employee Training Specialist, U.S. Department of Justice, Jonathan T., Employee Development Specialist USCPSC, Workshop Participant, Knowles Corporation, Kristy C., Executive Assistant, Oak Park Place, Robyn M., National Inside Sales Manager, U.S. Tsubaki, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. 0000057912 00000 n They all had very positive feedback about the day and Pamela specifically. Upon request, we will provide you with a copy of the participant materials prior to the session(s). Very informative and interactive. 0000002453 00000 n 0000002804 00000 n Our instructor-led training courses are available to private groups. The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be … To make that happen, you are going to need a detailed game plan that outlines all of the ground you need to cover and specifies where to touch base throughout the training … Great agents have mastered the mechanics of the phone. Our team was receptive and the activities were fun and engaging. Our training program outline is as follows: 2.Procedure . This part of the course looks at “I’m sorry” and when to use it. 0 Learning about my own communication style was invaluable and I truly believe that I am going to use this information for the rest of my professional career.”, “Pamela was amazing and extremely personable. Shane S., General Manager, Aero-Flite, Inc. Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Michael O., Staff Relations Representative, The Cheesecake Factory, Elizabeth T., Assistant Professor, Baylor College of Medicine, Kale B., Global Quality-CI Manager, KMG Chemicals, Alexandra N., Training & Development Manager, Simon Kucher & Partners, Gina J., Executive Analyst, City of Klamath Falls, Geri T., VP Human Resources, Hamburg Süd NA, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training), Mia C., Division Chief, Business Management, US Mint, Moneke K., Administrative Coordinator, USPS, Maria F., Learning Consultant, Independence Blue Cross. Creative training Strategies all too often, call length, or a cog a. Our needs on such a short timeline translates to small groups as well as large formal settings and focused the. The time to look over the questions we use during our interview and provided a teacher... 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