Contact Centre Sales Skills

• 7 Tips for Effective Upselling (including 7 training exercises you can use right now) 
• 10 Tips to Create a Sales Focused Contact Centre
• 12 Tips to Improve Your Call Centre Sales Results
• Contact Centre IVRs:   Has It Really Come Down to This?
• How to Motivate Your Contact Centre Agents

Handling Irate Callers

• 10 Tips for Handling Irate Callers​
• 10 Common Customer Retention Mistakes

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Coaching Skills

• ​Five Tips for Better Contact Centre Huddles and Meetings
• Millennials Challenge Employee Training

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What clients are saying:

"Mike Aoki went above and beyond under tight time constraints during a critical time in the CGA program. I engaged Mike’s service to train our customer service agents to handle calls from distressed students upon the release of the final CGA exam results. Those students that were unsuccessful were concerned about their future and how to continue their pursuit of an accounting designation. Mike provided the team with the tools and techniques to best meet the needs of the students including listening with empathy, providing actionable next steps, and encouraging students to continue to pursue their goal. The agents rated the training session very highly and provided excellent comments about Mike’s session. They were well prepared to address student concerns in a caring manner. I would highly recommend Mike for your customer service training needs, a most particular in dealing with distressed or difficult customers."

Janet Pierce, Vice President Education, CGA Ontario

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