APRENDA is pleased to provide world-class customer service training, help desk training, and
sales training for contact center representatives, supervisors and managers. All of our programs
are customer-focused and skills-based. The programs encourage strong corporate values,
promote team spirit, and support a positive work environment.
PROGRAMS FOR CUSTOMER SERVICE REPRESENTATIVES
GETTING TO THE HEART OF CUSTOMER SERVICE™
Getting to the Heart of Customer Service™ teaches your representatives all the skills they need
for perfect customer service calls. Participants learn about the importance of a customer-focused
attitude, representing the corporate mission, building rapport, and using positive language. The
critical skills of questioning, listening, and confirming in order to determine customer needs and
increase call efficiency are covered as well. The program also teaches the essential skills for
showing value, confirming satisfaction, uncovering additional service opportunities, and closing
the call. Finally, participants learn needed skills for handling challenging calls, preventing them
from escalating, and bouncing back after stressful calls. This program is available as on-line,
blended and instructor-led training.
PEAK SERVICE PERFORMANCE
Do your telephone service associates give callers that "wow" feeling when they call in? If not,
customers will eventually call new suppliers. Research shows that only callers who have been
completely satisfied on the phones stay loyal to suppliers. Peak Service Performance offers all
the critical customer service skills needed to achieve top service scores and to retain customers.
Additionally, Peak Service Performance will motivate your telephone service associates to make
calls much more enjoyable for both the caller and the rep! This instructor-led training will be
customized to your center culture, services and/or products and call flows.
SALES — THE OTHER SIDE OF SERVICE™
Sales — The Other Side of Service™ teaches your employees the skills they need to add value to
their customer's personal or professional lives while increasing sales for the company. They'll
leave the class with a new attitude toward selling, and the skills needed to be successful in
cross-selling, up-selling, and overcoming resistance.
GETTING TO THE HEART OF E-MAIL COMMUNICATION™
Getting to the Heart of E-mail Communication™ teaches your employees all the skills they need
to communicate positively and professionally with both internal and external customers. They'll
leave the class able to create e-mail messages that are positive, professional, clear, and
concise.
Other Programs that Might be of Interest:
GETTING TO THE HEART OF TECHNICAL SUPPORT™
GETTING TO THE HEART OF FIELD SERVICE™
GETTING TO THE HEART OF TELEPHONE SALES™
CALL CENTER COACHING – MAKING IT HAPPEN™
CALL CENTER FLOOR MANAGEMENT
CALL CENTER SALES MANAGEMENT
MANAGING TELEPHONE SALES MASTERY
sales training for contact center representatives, supervisors and managers. All of our programs
are customer-focused and skills-based. The programs encourage strong corporate values,
promote team spirit, and support a positive work environment.
PROGRAMS FOR CUSTOMER SERVICE REPRESENTATIVES
GETTING TO THE HEART OF CUSTOMER SERVICE™
Getting to the Heart of Customer Service™ teaches your representatives all the skills they need
for perfect customer service calls. Participants learn about the importance of a customer-focused
attitude, representing the corporate mission, building rapport, and using positive language. The
critical skills of questioning, listening, and confirming in order to determine customer needs and
increase call efficiency are covered as well. The program also teaches the essential skills for
showing value, confirming satisfaction, uncovering additional service opportunities, and closing
the call. Finally, participants learn needed skills for handling challenging calls, preventing them
from escalating, and bouncing back after stressful calls. This program is available as on-line,
blended and instructor-led training.
PEAK SERVICE PERFORMANCE
Do your telephone service associates give callers that "wow" feeling when they call in? If not,
customers will eventually call new suppliers. Research shows that only callers who have been
completely satisfied on the phones stay loyal to suppliers. Peak Service Performance offers all
the critical customer service skills needed to achieve top service scores and to retain customers.
Additionally, Peak Service Performance will motivate your telephone service associates to make
calls much more enjoyable for both the caller and the rep! This instructor-led training will be
customized to your center culture, services and/or products and call flows.
SALES — THE OTHER SIDE OF SERVICE™
Sales — The Other Side of Service™ teaches your employees the skills they need to add value to
their customer's personal or professional lives while increasing sales for the company. They'll
leave the class with a new attitude toward selling, and the skills needed to be successful in
cross-selling, up-selling, and overcoming resistance.
GETTING TO THE HEART OF E-MAIL COMMUNICATION™
Getting to the Heart of E-mail Communication™ teaches your employees all the skills they need
to communicate positively and professionally with both internal and external customers. They'll
leave the class able to create e-mail messages that are positive, professional, clear, and
concise.
Other Programs that Might be of Interest:
GETTING TO THE HEART OF TECHNICAL SUPPORT™
GETTING TO THE HEART OF FIELD SERVICE™
GETTING TO THE HEART OF TELEPHONE SALES™
CALL CENTER COACHING – MAKING IT HAPPEN™
CALL CENTER FLOOR MANAGEMENT
CALL CENTER SALES MANAGEMENT
MANAGING TELEPHONE SALES MASTERY
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, negotiation, negotiation training, training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, negotiation, negotiation training, training
Programs for Call Center Customer Service Representatives
Call Center Training that Works!
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| From Nathan Baker,, Senior Manager Quality,Sprint PCS "Our results exceeded our expectations due to your passion for excellence, a deep knowledge of call center environments, a commitment to understand and 'own' our challenges, and a high degree of professionalism as a training solutions provider." Click Here to Read More Testimonials |
| Our Call Center Training has been Delivered in hundreds of organizations including but not limited to: Compaq Computer Corp. Credence Systems Corp. Dell Computer Corp. Gateway Computers Siemens IT Services IBM Macromedia Cellular One Centennial Wireless Motorola Nortel Networks U.S. West Verizon La Opinion (LA Times) San Diego Tribune The Columbus Dispatch AXA Advisors Financial Bank of America Citizens First Saving Bank Discover Financial Services Federal Reserve Bank Microsoft Norwest Bank The World Bank U.S. Department of Treasury J.P. Morgan Chase GPU Energy Shell Trading Gas and Power UtiliCorp Blue Cross and Blue Shield Group Health Cooperative Inland Empire Health Plan L.A. Care Health Plan Welch Allyn, Inc Colgate |
