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IMPRESS to Success
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Ongoing training
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 Group
Impress Plus Inc. total package and our turnkey solutions identify your needs and therefore make ongoing training an integral part of the Performance process. |
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Impressive customer service training program
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Training program offered:
- Professional image
- Personal ownership
- Effective communication
- Listening skills
- Clarify customers' needs
- Telephone answering techniques
- Evaluation and analysis of problems, decision and resolution criteria
- Empathy
- 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
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Training tools and methods
- Training manual
- Theory
- Video support
- Voice recording of candidates
- Role plays
- Interactive tests and feedback
- Test
Modules can be offered separately or by combining several sections in coaching or group format. |
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