In order to ensure that your call center customer service training has a real impact on your CSRs and truly delivers a return on your training investment, the first step is to decide which specific skills you need to emphasize in your training effort. Many call centers make the mistake […]
Training Best Practices
7 posts
The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone. Our time-tested customer service and telephone skills training resources have proven results. Your satisfaction is guaranteed, and we are confident that these training tools can help your […]
Our certified Master Facilitators can deliver high-impact training onsite for your organization, focused on experiential exercises and new skill development. But for many organizations, setting aside the time (from a half day to 2 full days) can create scheduling challenges and can also be cost prohibitive. Our e-learning and DvD […]
Asking better questions can allow us to start thinking about the unknown, because questions focus our attention, and provide a theme for continued exploration. Effective interpersonal communication has never been more important, given the fast pace and intensified competitiveness of the modern work world. The paradox is that those same […]
As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program is NOT designed to be delivered in a single everything-plus-the-kitchen-sink training session. This program was designed specifically to deliver brief (15 to 20 minute) sessions over the course of several […]
There are no hard and fast rules that can be applied with absolute precision to every company, but here are five general guidelines to achieve and maintain consistent, high-quality service that increases customer loyalty and retention. Customer service has always been an important element of good business, but in the […]
Implementation Plan As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program is NOT designed to be delivered in a single everything-plus-the-kitchen-sink training session. This program was designed specifically to deliver brief (15 to 20 minute) sessions over the course […]