Find a way to say YES!

  • Duration: 2 Days
  • Audience: Business professionals who want to develop practical skills and approaches to problem solving, creative idea generation as well as decision making tools where the solutions are not always obvious.
  • Delivery methods outlined in trainer guide:
    Self-discovery and critique, group exploration and facilitator led discussions, game based learning, practical exercises, best practice theory exploration.

$249.95
$189.95

You receive a zipped file instantly upon purchase that includes the following in MS office format

What does the instant download package include exactly?

  • Trainer Guide (45 Pages).
  • Student workbook (38 Pages).
  • Slide deck (41 slides).
  • Call control process reminder cards.
  • Bonus activities ( 22 activities ).
  • Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
  • Review game.

You will receive a secure link by email to download your purchase immediately after purchase.

Plus a Big Bonus!

22 activities to use with other training programs & training materials you have.

Power Point Review Game: Review the training materials you just covered and watch excitement rise as participants compete to answer questions in a series of exciting rounds.

That’s not all, The Power Point game is fully customizable so you can easily change the questions and create other versions and other games for other training courses and training materials you teach.

Overview

This fun high energy two day call center customer excellence program combines the best in corporate training with the best in personal motivation. Throughout the program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skills set agents need to connect better with customers and provide an exceptional customer experience through empathizing and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.

Enabling objectives:

By the end of this training course participants will be able to:
  • Understand how their role is instrumental in delivering a high performance customer focused environment.
  • Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.
  • Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.

Outline of topics:

Introduction

Ice breaking activity

The Perfect Call Center Agent

Attitude, Skills and Knowledge

The Professional Call Center Agent Skills set, Mind set and Customer Knowldge

Module 1: The Professional Call Center Agent Mind Set

First Impressions – voice recording activity.

Characteristics of High Performing Service Providers.

Logic and Emotion when it comes to buying or continuing to use a product or service.

Module 2: The Professional Call Center Agent Skill Set

Are You An Expert?

Active Listening

Use the Power of Questions

Use Best Practice Telephone Customer Care Techniques.

Module 3 : Know Your Caller’s Personality Style

Find out your personality style

The communication styles model

Dealing with different caller personalities

Competitive review game - A Power Point Review Game Show for a high energy ending & to recap the covered training materials.

What does the instant download package
include exactly?

Slide Samples

For random slide samples, Click thumbnails below for larger images.
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Trainer Guide Samples

For random trainer guide samples, Click thumbnails below for larger images.
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adminslide43.jpg
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Workbook Samples

For random workbook samples, Click thumbnails below for larger images.
adminslide-60.jpg
adminslide56.jpg
adminslide43.jpg
adminslide21.jpg

Find a way to say YES!

  • Duration: 2 Days
  • Audience: Business professionals who want to develop practical skills and approaches to problem solving, creative idea generation as well as decision making tools where the solutions are not always obvious.
  • Delivery methods outlined in trainer guide:
    Self-discovery and critique, group exploration and facilitator led discussions, game based learning, practical exercises, best practice theory exploration.

$249.95
$189.95

Why buy our Courseware Packages?

Big Value for money

Instantly get a comprehensive and well structured training courseware materials package that includes everything you will need to run a successful and professional training program:A comprehensive trainer guide, A comprehensive workbook, Power Point slide deck, Activity & Exercise sheets, Review game.

Fully customizable

Any modifications or customiation or pesonalization of the training materials to match your specific training objectives or specific needs of your participants can be easily made since you get all source files in Microsoft office format. You have the right to make any additions or even brand your training materials package with your own brand

Easily add to your own materials

Our Training packages are divided into modules where each module focuses on a specific topic which makes it easy for you to tailor or customize the training materials or add to your current training courseware materials.

Exercises, Games & activities to enliven and spirit-up your training delivery

Our training packages are packed with self-discovery activities, exercises and games focusing on specific learning outcomes to enliven your training delivery and energize your participants.

End your training with a fun & competitive review exercise

Each of our training packages includes a great bonus Power Point game show that was designed to be the grand finale of your training program and keep your participants engaged to the very end.

Download and get it instantly

Instantly download and get your training package immediately. After purchasing off our website you immediately get a link to download everything in a zipped file.

How to get our courseware packages

Professionally designed training materials delivered to your inbox with the following features

  • Fully Editable and customizable
  • No restrictions, full freedom to use
  • MS office format
  • Packed with activities , games and exercises
  • Very well organized and structured design documents
  • Engaging power point slide deck
  • Step by step comprehensive trainer guide
  • Competitive fun games and activities
  • Complete training course material package with all you need to run a great training including evaluation forms and certificates for participants.
  • Downloadable immediately
  • Get original source files
  • Engaging Innovative content
  • Based on latest training models and concepts
  • Specific job aids and useful forms to use back on the job (Selected training courses )
  • High impact visuals
  • Training materials that helps you create an engaging learning environment
  • Assessment tools (Selected training courses)
  • All documents in MS office format including trainer guide, slides, workbook, activity and exercise sheets and additional support tools.

Make Your Training "STICK"

One of the best ways to make training “stick” is to allow time for participants to review material that has been presented. In fact, material that has been reviewed by participants is five times as likely to be retained as material that has not. Reviewing allows participants to “save” the information in their brains. a great technique that promotes review is to always end your training program with a competitive review game, It's fun great way to end your training on a high note and at the same time give a great wrap up and reminder of all the learning points and key concepts of the training and can help you gauge how effective the learning process was.

Easily Add Fun, Excitement & Competition To Your Class

That’s why we add a new, exciting and competitive Power Point Review Game to each of our full training packages that you can use to easily review key questions from your training program by engaging your class participants in a fun, energetic competition and ensure your they stay engaged till the very end of your training. We believe so much in this review game technique that it became part of our training packages. Now each of our Full training packages includes a Power Point Game show competitive review exercise pre-packed with questions and answer. Just run the game and watch excitement rise as teams compete to answer.

Testimonials