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Here is a list of our call centers courses to help your Agents and Managers improve their customer service, sales and coaching performance:


1) "How to Handle Irate Callers"
Designed specifically for inbound call centers, this workshop will help your team deal with irate callers and escalations more successfully.

In this workshop, Agents and Managers will learn:

• The 5 emotional states of the caller and the Agent during an irate call or escalation
• 3 rapport-building techniques to calm irate callers
• 5 questioning skills that will gather more information, so you can resolve the client's issue and soothe hurt feelings
• 3 active listening skills to make the client feel heard
• How to re-direct a call tactfully when an Agent or Manager is unable to assist them

At the end of the session, you will leave with an implementable action plan to handle challenging situations as a good role model. You will be able to improve your team's performance right away - with the next irate caller.



2) "Customers for Life:  Retention Skills Made Easy"

This workshop provides tips and techniques designed to help you retain more customers.


In this workshop, Agents and Managers will learn:

• The best way to react when a customer says, "I want to cancel my service!" 
• The 3 key reasons why customers leave
  
• How to probe for the root cause of a customer's dissatisfaction
  
• How to make the customer feel valued
• The 5 critical skills needed to retain customers

By the end of this workshop, your Agents and Managers will be better equipped to save more customers


3) "Sales Training:  Up-Selling and Right-Sizing Skills"
Good service is not enough to ensure long term business viability. You need to seize opportunities to up-sell and cross-sell products and services over the phone.

In this workshop, Agents and Managers will learn:

• How to identify three key ideas behind a philosophy of "Sales through Service"
• How transition from a service call to a sales call
• Questioning and active listening skills to determine the client's needs
• How to state the benefits of your product or service from the client’s perspective, using key phrases that increase a caller's likelihood of buying
• How to handle objections and close the sale using a five step process

At the end of this training, your Agents and Managers will leave with the ability to spot sales opportunities. They will know how to upsell and rightsize callers on the most appropriate products and features to increase your departmental revenue.

 

4) "Sales Coaching Skills:  Secrets to Boosting Your Team's Sales Performance"
How many sales have slipped away because your Agents have not been coached
on how to sell?

In this workshop, Managers and Quality Assurance Coaches will learn how to:

• Implement the best practices used by high performing sales call centers
• Motivate their team through rewards and recognition
• Overcome an Agent's "sales reluctance"
• Observe and evaluate their Agent's sales skills
• Use "60-Second Coaching" techniques to boost their Agent's sales performance

By the end of this workshop, Managers  and Quality Assurance Coaches will be equipped to coach their Agents to improved sales performance and morale.

Note: 
After training is completed, these new coaching skills can be reinforced by our one-on-one "Coach the coach" following up program. (Please contact us directly for more details.)



5) "Customer Service Training: First Call/Final Call"
Every time a client calls, your Agents and Team Managers have the opportunity to build client loyalty by providing exceptional customer service.

In this workshop, Agents and Managers will learn:

• The best practices used by high performing customer service call centers
• How to “frame” the call to establish rapport
• Questioning and listening skills to diagnose your client’s needs and provide first call, final call resolution
• Key phrases to use to provide a great customer service experience
• Key phrases to avoid if they want to retain customers. (Do any of your team members use these phrases on their calls?)

6) "Outstanding Customer Service Skills for IT Help Desks"
What happens when people call your Help Desk? Do they receive warm, friendly support or do they speak with technically competent people who want to help, but lack the skills necessary to provide a great customer experience?

In this workshop, Agents and Managers will learn:

• The difference between “Technical” language skills and “Emotional” language skills, and how that affects your caller's perception of the customer service they are receiving
• The anxiety and time pressure callers feel when they want technical help, and how you can address those issues in the opening seconds of the call
• Five key phrases to avoid, because they create an adversarial relationship between the Help Desk Rep and the caller
  
• Three rapport building techniques to calm upset callers. Callers feel comfortable dealing with service providers they like and trust. So, establishing rapport is the first step
• The “ask – inform – confirm” model to politely resolve your caller’s issues and keep them happy at every stage of the problem solving process

7) "Customer Service Coaching Skills:  Creating an Outstanding Customer Experience"
This workshop provides the fundamental skills needed to become a better coach and mentor.

In this workshop, your Managers and Quality Assurance Coaches will learn how to:

• Utilize a step by step process to coach your Agents through the four stages of development
• Spot high impact coaching opportunities, so you can rapidly improve your Agent's performance
• Select the appropriate tools for various coaching scenarios, so you are prepared for common real-life challenges
• Structure your coaching conversations for maximum impact
• Utilize techniques to make the coaching process more interactive, so you receive buy-in from your Agents

By the end of this workshop, Managers and Quality Assurance Coaches will be able to coach and inspire their Agents to improved customer service performance.

Note: 
After training is completed, these new coaching skills can be reinforced by our one-on-one "Coach the coach" following up program. (Please contact us directly for more details.)

 

8) "Secrets to Effective Call Center Meetings and Team Huddles"
This workshop is specifically designed to help Call Centre operations staff (Team Leaders, Supervisors, Managers) hold effective meetings that move your Agents to action.

In this workshop, your Managers will learn:

• The five most common mistakes people make when dealing with a Call Centre audience (even one of these mistakes will cause Agents to lose interest)
• Five techniques for running a productive team huddle
• Ten questions to stimulate discussions at meetings and create Agent buy-in
• The five most common Call Centre audience objections and how to pre-empt them
• How to handle a "Question and Answer" session so your Agents feel motivated

By the end of this session, Managers will be able to organize and facilitate effective, interactive, motivational team meetings with their Agents.

These workshops can be customized for your organization and held at your location. The suggested class size is 8-16 participants to allow maximum interaction. 

Each workshop is available as either a half-day or full-day session. The full-day session provides more in-depth information, so your contact center can boost its performance even further. 

If you have work-from-home Agents or if travel is a concern, there are also two-hour webinar versions of these courses available.

We can also custom-design a workshop for new product launches, new hire training and call quality contact standards.

_"Mike has a deep understanding of the opportunities and constraints that exist in delivering training for results in a Call Center environment.

I knew Mike as an inspiring leader, facilitator and business partner who is passionate about the work he does (it shows) and focused on bottom line results."

Kim Katz, Director, Client Care, Telus Mobility