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The future belongs to those companies who consistently manage for total customer satisfaction. This means delivering to customers what they want, when they want it, and in a way that is convenient for them.
Service Quality
Our Service Quality process is how we help companies to grow the value of their existing customers. This is a company-wide process of facilitated organizational change. It is a workshop-based engagement which emphasizes the role of all employees in maintaining consistently high levels of customer service and quality. It aligns the actions of all employees with the strategic intent of delivering superior customer satisfaction.
Participants learn to define customer service requirements and needs, to calculate the cost of customer defections, to understand the impact of nonconformance on service and quality standards, and to apply techniques for improving service quality. Contact us about this program.
The Voice of Your Company
This is a training program specifically for those employees who are in frequent contact with your customers by telephone or face-to-face. Covers listening and speaking skills; establishing rapport with different customer types; questioning for clarification; service recovery skills; dealing with angry customers and turning service calls into sales opportunities. Contact us about this program.
A company is its people. The level of customer satisfaction, the pace of growth, and profitability all depend on the contributions of the people who work there. No effort to enhance customer satisfaction will ever be complete without an equal emphasis on employee satisfaction and development. We bring a variety of training programs and assessment tools to assist in growing the value of your people.
Coach the Call Center Coaches
The pivotal role in any call center is the frontline supervisor, team leader, or coach. Often, we promote people into this position who have limited experience and no formal instruction in the art of leadership. This course focuses on providing effective one-on-one feedback during a coaching session. When combined with other programs in this section, you have a complete development curriculum for call center supervisors and managers. Contact us about this program.
Communication and Team Effectiveness
Participants learn to identify the characteristics of effective teams, develop personal action plans to increase their personal and team effectiveness, communicate more effectively with other members of the team, and more effectively find solutions to the problems facing their work unit. They put in place a plan to have a continuing source of new creative ideas, and learn how to resolve conflicts more effectively within the team and between their team and others. Includes self-assessment of personal communication style using the DISC model and interests, attitudes, and values. Contact us about this program.
Effective Presentation Skills
Provides participants with guidelines for making more effective presentations and formal speeches. Topics include: maintaining eye contact, proper use of gestures and body language, planning a presentation, use of visual aids, how to handle Q&As. Includes video-taped practice sessions. Contact us about this program.
High Performance Leadership
In a series of practical, proven modules covering every aspect of modern management and leadership, participants learn how to lead, motivate, direct and inspire a world-class team.
This program is especially important for the development of front-line leaders in a call center. Contact us about this program.
Employee Retention Training
If your call center is like most, turnover is a challenge... a costly one! If you're ready to build a solid team of high performers, you'll need to know about today's workforce-what's influencing them, and how to overcome their tendency to leave you. We provide you with the opportunity to gain powerful knowledge and enjoy a competitive advantage. We will teach you valuable secrets to optimizing and holding on to your winners. We will help you:
 | Build employee loyalty and high performance
| Help your organization raise its standards
| Improve employee relations
| Win the war for talent | |
This program is critical for all leaders in your organization. Contact us about this program. Learn more
The Seminar on Maximum Achievement
This program prepares people to focus on contribution, not entitlement... to take risks rather than seek security... to embrace change, not resist it... to dare to find personal fulfillment in the world of work....
The Seminar on Maximum Achievement provides the mental foundation for high performance in an era of knowledge work. Participants learn the skills, qualities, and attitudes of all high achieving men and women. It brings about rapid and lasting improvement in personal performance, self-confidence, and goal directedness. Contact us about this program.
Because corporate growth also depends on developing a continuous stream of new customers, the role of salespeople and your sales management team are critical to organizational success. For this reason, we also have an extensive sales and sales management curriculum. Contact us about this program.
Successful Selling
A comprehensive basic course that gives salespeople the technical skills, personal management systems and motivational tools they need to achieve outstanding performance in the sale of any product or service. Successful Selling blends with any existing sales program and is easily tailored to your company, its markets, its products and services. Contact us about this program.
Superior Sales Management
The most important skill in building and maintaining a high level of sales effectiveness in a professional sales force is that of sales management. This program condenses and synthesizes more than 20 years of experience and research on the subject of effective sales management. Contact us about this program.
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