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Frontline Fundamentals Series

Course Outline Register Now
$3000 September 21, 2016 @ 10:00 am - November 16, 2016 @ 11:30 am

A series of 9 webinars covering the vital skills needed by new Customer Service Representatives, particularly as an introduction to life of a contact centre frontline staff member.  Held on Wednesday mornings between NZT 10:00am – 11:30am.

General “customer service skills” are a critical component of the frontline training program. With increased focus on customer satisfaction and retention, frontline training should include spoken communication skills (“what you say” and “how you say it”) as well as techniques for turning around negative customer situations.

These 90 minute web seminars on Tuesday mornings fit very nicely into any induction period.  For each registration you can have an unlimited number of participants at your site or location, so fill the room with your new hires! Register now for the entire series and receive a discount – pay for 8 classes and join all nine!

Series dates: Wednesdays starting 21 September 2016. Entire series, NZ$3000 + GST, one fee per site/location, so fill the room!

Classes in the Series:

The Power of One: The Difference One Agent Can Make

Vocal Makeover: Techniques for a Winning Voice

First Class Phone Manners: The Absolute Musts of Telephone Best Practices

Power Phrasing: Winning Word Choices for Effective Communications

Tyrant Turnaround: Going from Difficult to Delighted Callers

World of Call Centers: An Operational Overview

Email Essentials: Frontline Guide for Writing Effective Emails

Selling Through Service: Increasing Profits By Customer-Focused Selling

Anatomy of a Sales Call: Four Steps to Successful Selling