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Third-generation call center training programs
1. Creating CEOs for Call CentersTM
Creating CEOs for Call Centers energizes, motivates, and instills the skills and values that enable call center reps and help desk professionals to create loyal customers. Call center training includes imparting call center skills and techniques, such as tone of voice, call-handling, and phone skills training.
2. Service Sells!TM
Service Sells! call center training program replaces service reps' reluctance to sell with the skills and motivation to make selling a natural part of the service process.
3. The SAGE CoachTM
Call center management training enables your managers to motivate, direct, and coach employees to be Customer Experience Owners.
4. Delighting Customers for Call CentersTM
The original Customer Focus customer service training program experienced by thousands. The same concepts and skills as the new Creating CEOs program without the emphasis on the CEO title.
Are your call center training programs out-of-date? Check below to find out.
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1st generation |
2nd generation
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3rd generation
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Primary Goal
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Avoid and resolve complaints |
Customer satisfaction
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Customer loyalty
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Needs Focus
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Task need
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Respect need
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Uniqueness need
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Process Focus
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Standardize product fulfillment
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Standardize service interaction
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Create unique and memorable customer experiences
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Training Focus
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How to complete transactions
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How to show respect and be polite and nice
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How to use individuality and empowerment to make others feel unique
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Desired employee perception
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Take care of it
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Smile and don't take it personally
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Take ownership of the customer experience
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Best to give customers
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Solution
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Respect and empathy
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GEMs that Go the Extra Mile
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Employees follow
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Policy & procedures
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Scripts & skill-steps |
Empowerment and a desire to create memorable customer experiences
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Third-generation customer service call center training programs include the best of first- and second-generations (avoid complaints, demonstrate respect). In addition, third-generation customer service call center training programs provide the skills and motivation for creating memorable customer experiences.
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