One of the challenges that companies face is the training. Identifying what type of training to give to maximize employee performance and the best time to give the training without affecting the operations. A lot of companies train their employees on technical information and forget the customer service basis that would help them better communicate the technical notions and have a positive impact on the customers.
The Groupe
Impress Plus Inc. total package and our Turnkey solutions identify your needs and therefore make ongoing training an integral part of the Performance process:
Extensive practical training is included with the Recruitment/Placement service.
The reports generated by the Mystery Calling, Call Evaluation and Customer Satisfaction Assessment services allow us to properly identify key training focus requirements.
IMPRESSIVE Customer Service Training Program
Training program includes :
Professional image
Personal ownership
Effective communication
Listening skills
Clarify customers’ needs
Telephone answering techniques
Evaluation and analysis of problems, decision and resolution criteria
Different personality types of clients
Ending the call
Sales and cross selling techniques
Improving customer retention
Differentiating your service
Workplace behaviour / Stress/ Change
Basic knowledge of office software
Customer Call Centre evaluation criteria
Training tools and methods :
Training manual
Theories
Video support
Voice recording of candidates
Role plays
Interactive tests and feedback
Test
Modules can be offered separately or by combining several sections.
All modules are taught using a “coaching method” for both individuals and groups.
