Contact Centre Sales Skills |
Handling Irate CallersCoaching Skills |
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
Janet Pierce, Vice President Education, CGA Ontario