What We Offer:

TRAINING

• Customer Service
• Management and
  Leadership Skills
• Communication Skills
• Team Building
• Workshop List

COACHING

• Corporate Coaching
• Personal Coaching

CONSULTING

• Organizational
  Development
• Assessments and
  Surveys

INDUSTRY SOLUTIONS

• Call Centers
• Financial Services
• Healthcare
• Transportation

Call Monitoring and Telephone Techniques Coaching

Small Group Coaching Sessions using participants' recorded calls

Who should attend:

Supervisors and staff whose primary role includes high volume telephone contact with callers.

Results:

Supervisors and staff who use direct feedback to improve customer service and communication skills.

Competencies:

Upon completion of this program participants will:

• Listen to calls and evaluate using a customized Observer's Checklist based on required competencies
• Receive feedback from facilitator and other participants
• Self-assess their own strengths and areas for improvement
• Write a personal developmental plan and commitment
• Receive follow-up coaching within 4-6 weeks

Workshops:

• Communicating for Service Excellence
• Client Relationship Management for Financial Services
• Partnering for Service Excellence in Healthcare
• Positive Passenger Relations
• Service That Delivers for Call Centers
• Call Monitoring and Telephone Techniques Coaching
• Managing for Customer Service

Services:

• Customer Service and Employee Satisfaction Surveys
• Employee assessments
• Call monitoring with follow up coaching
• Competency Modeling
• Coaching for Supervisors