What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format
Trainer Guide (61 Pages).
Student workbook (45 Pages).
Slide deck (31 slides).
Find out your service profile – Customer Profile ID Self Assessment.
Find out what kind of a customer are you.
Bonus activities ( 22 activities ).
Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
Review game.
$179.95 $199.95
You will receive a secure link by email to download your purchase immediately after purchase.
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- 22 games and activities you can use to enrich your trainings.
- Useful training forms (Evaluation forms, certificates).
- All you need to run a great training program.
- A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.
Watch This Short Video
Overview
Course Objectives
By the end of this training course participants will be able to:
Keep a happy and passionate attitude by figuring out what gives you energy and
using techniques to boost your energy levels.
Control the flow of the conversation and employ statement-question techniques
to enhance customer comprehension and provide proactive customer service.
Improve listening skills and recall customer information to gain a deeper
understanding of their requirements and to increase customer satisfaction.
Develop effective techniques for acknowledging and concluding a conversation in
order to leave a favourable impression and develop confidence in customers.
Identify customer characteristics using profiling techniques and adapt
communication strategies to effectively engage various customer groups. Also,
develop the ability to manage strong emotions during consumer interactions and
to negotiate solutions that benefit both parties.
Outline of topics
Module 1: Energy and Passion for customer service staff
Understand the elements that drive our behavior.
Discover the factors that impact upon our energy levels.
Explore how-to drive-up energy in a real time environment and maintain it.
Develop a technique to maintain a positive and passionate state.
Module 2: Proactive customer management for customer service staff
Understand the customer and business benefits of effective conversation control.
Understand a natural method for controlling conversation flow.
Understand the concept and benefits of the statement question technique.
Adopt a varied approach to questioning dependent on need.
Module 3: Listening skills / Memory for customer service staff
Gauge your personal effectiveness at listening.
Understand how to improve your listening skills.
Improve the ability to recall key customer information to build rapport.
Better understand customer needs.
Module 4: Acknowledgment and Closing Conversations with Customers
Understand the importance of acknowledgment to elevate customer confidence and rapport.
Develop techniques for effective acknowledgment.
Understand when to move to conclusion & Develop conversation closing techniques.
Define the last impression that matters.
Module 5: Customer Profile ID
Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.
Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.
Explore verbal clues in identifying a customer’s model of the world.
Quickly identify and assign a Customer Profile ID.
Learn how to engage with different Customer Profile ID groups.
Explore the consequences of matched/mismatched approaches.
Module 6: Dealing with Customers Showing Strong Emotions
Understand that intensity comes from emotion.
Explore “What response am I looking for”.
Develop two different diffusion techniques.
Apply and practice – Role play activity.
Module 7: Negotiation
Understand the elements of negotiation.
Explore compromising and trading off.
Discover how to conclude a negotiation.
Practice negotiating win/win solutions.
Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
Slide Samples
Trainer Guide Samples
Workbook Samples
The Fully Customizable Training package includes
- Fully Scripted Training Guide
- Participant Reference Workbook
- Powerpoint Slide Presentation
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- Unzip the file/s and get all your documents in MS office format
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Comprehensive & Well-structured
Training Course Design Documents
Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.
Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.
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Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.
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You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.
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Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.
Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.
Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.
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TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+
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To Suit Your Requirements
All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.
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Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.
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All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.
Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls , handling angry callers and telephone debt collection.
Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.
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