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Flexible and easy training delivery

"Use our trainers or use your trainers"

The greatest benefit of Delighting Customers Call Center training is that it is easy to deliver using our trainers or your trainers. The flawless training design combined with easy-to-use training materials make every training session a success regardless of the trainer's experience level.

Participants receive a high-quality portfolio packed with learning and job aids, including a Participant Toolkit with over a hundred telephone techniques, team-building activities, personal assessments and improvements, selling techniques, and tips on handling challenging customers.

A Manager Toolkit provides 100 different tools to hire and coach customer-focused employees, monitor agent skill use and provide objective feedback, measure customer needs and satisfaction, build teams, reengineer phone processes, build internal customer focus, and conduct 20-minute team reinforcement training sessions.

Comprehensive measurement tools include a PILOT Call Monitoring Form, Mastery Test, Call Center Metrics and Industry Standards, Customer Satisfaction and Feedback Checklists, Implementation Checklists, and Estimates of Revenue Impacts.

Delighting Customers also includes an optional GEM™ (Go the Extra Mile) Employee Recognition program that empowers participants to recognize other employees who go the extra mile. The result is employee motivation, empowerment, cooperation, team-work, and internal customer focus.

Customer Focus can quickly certify your trainers, or you may use our master trainers. Delighting Customers Call Center training is designed to be delivered easily and with powerful results. Let us show you how.