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:
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It Starts at the Top
Peer Training
How to Build Rapport
Learn to Listen
Manners Matter - Etiquette &
Customer Service
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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:
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Defining Contract Management
Legal and Ethical Contract
Management
Contract Management Requests
How to Create a Contract
Contract Negotiations
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Assess Performance
Relationships
Amending Contracts
Conducting Audits
Renewing Contracts