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Course rating of 0 Vendor rating of 5

Our two-day program is an in-depth program ideal for supervisors and team leads who are ready to take the next steps in their professional development.

Course Outline
Course Objectives 1. Learn effective communication skills to improve the agent’s ability to deal with customers and co-workers.
2. Identify and practice strategies for effectively managing difficult customer situations.
3. Be better prepared to ask the right questions leading to higher problem resolution on first contact.
4. Formulate customer information for effective use in a team environment.
5. Understand stress and build a personal coping strategy.
Ideal Candidates Our two-day program is an in-depth program ideal for supervisors and team leads who are ready to take the next steps in their professional development.

Benefits 1. Make agents more productive in a team environment
2. Reduce agent turnover
3. Improve Customer Satisfaction
Day 1 Module 1 - Satisfying the Client
  • ICSA Introduction
  • Clients’ rights
Module 2 - Communication Skills
  • Barriers to communication
  • Verbal Skills
  • Good listening skills
  • Questioning skills
Module 3- The Team Network Concept
  • Overview of client-supplier relationships
  • How to be an effective team member
Module 4 - Exploring Behaviours
  • Behaviour types
  • How to respond to an aggressive client:
  • Non-assertive (passive) behaviour
  • Assertive behaviour
  • Act assertively on the job
  • Consequences of conflict
  • Negative attitudes
  • Worry
Module 5 - Face to face Listening
  • Techniques
  • Active listening Skills
  • Telephone techniques
  • Voice quality & stereotyped perceptions
Module 6 - How to handle Difficult Clients
  • Client support summary
  • Difficult Customer exercises
Day 2 Module 7 - Managing Stress
  • Defining stress
  • Bodily responses to stress
  • Symptoms of stress
  • The modern physiological warnings
  • The psychological warnings
  • The “Wellness Wheel”
  • Building a personal stress management plan
  • Developing coping strategies
  • Health
  • Relationships
  • Spiritual
  • Financial
  • Environment
  • Career
Module 8 - Problem Solving
  • Skills
  • Problem solving process
1. Situation appraisal
2. Setting priorities
3. Understanding the facts
4. Determine what changed
5. Determine possible alternatives
6. Select most effective alternative
7. Implement the solution
8. Verify the solution
9. Proactive problem solving
Communicate findings
Service delivery teams
Team process

Prerequisites & Certificates

Certificates offered

Certification provided by the Toronto Chapter of the International Customer Service Association through the Advisory Council.

Cancellation Policy
Participant cancellation or rescheduling request must be received in writing/email 10 or more business days prior to the class start date. An administrative charge of 20% will be made for all cancellations or reschedules. No refund is available if the registration is cancelled less than 10 business days prior to the class start date or if an attendee fails to attend. Another attendee can be substituted at any time.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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