• Phone Agents usually consider themselves to be the lowest member in the customer service chain and yet they create the greatest impact and value on future customer behavior
  • The customer is calling because they have a problem or a question and are, in essence, saying …company,  prove your value to me. Your Customer touchpoints are the perfect opportunity to prove it.
  • Agent leadership is often so entrenched in managing to process, that the desired customer outcomes tend to get lost in procedures and programs

Our phone Agent Training equips both in-house and out-sourced agents with the skills and the abilities to create individual Promoters.  This program not only involves training for employees, but also development that provides their immediate supervisors with the leadership skills to coach, develop and create appropriate Promoter Creation expectations and accountabilities for each employee.

Your Agents Development                                                        

  • How do you “show up” for Work Every Day?
  • What is a Promoter?
  • What is a Passive?
  • What is a Detractor?
  • It takes a Promoter to Create a Promoter
  • How to Build a Golden Touchpoint with Each Caller
  • Using Your Product Knowledge and System Tools to Build Promoters
  • The Six Golden Touchpoint Communication Skills
  • Meeting Service Needs and Emotional Needs of the Customer
  • Using Pleasant Words, Phrases and Tone
  • Listening for Understanding, Empathy and Alignment with the Caller
  • Guiding the Customer to Solution
  • Using Optimal Call Flow
  • Implementing the Value Added Close
  • Taking Personal Accountability for Each Call