Training Catalog 2019 Training Catalog Jan 2019 - Page 30

Contact Center Training Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization. Course Outline: • • • • • It Starts at the Top Peer Training How to Build Rapport Learn to Listen Manners Matter - Etiquette & Customer Service • • • • Handling Difficult Customers Getting the Necessary Information Performance Evaluations Training Doesn’t Stop Contract Management It is easy to overlook the importance of contract management because it seems to be a boring, mundane topic. Contracts, however, are the basis of most business relationships. If contracts are managed well, business relationships will flourish. If they are not, companies face financial loss, relationship harm, and damaged reputations. With our course your participants will learn the insides and outs of Contract Management. Contracts are made with vendors, employees, customers, partnerships, and these agreements must be managed carefully. In order to effectively implement Contract Management it is necessary to understand all the small details, and that is what you get with this workshop. Course Outline: • • • • • Defining Contract Management Legal and Ethical Contract Management Contract Management Requests How to Create a Contract Contract Negotiations • • • • • Assess Performance Relationships Amending Contracts Conducting Audits Renewing Contracts