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!
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).
You will receive a secure link by email to download your purchase immediately after purchase.
The Fully Customizable Training package includes
Buy Now, Download Instantly, Get A Bonus
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.
on your training investment
with the most cost effective solution
to your training needs
Deliver fun, Effective And
Professional Trainings Easily!
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.
Training Concepts & Models
that Achieve Measurable Results
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.
Affordable professionally designed
customizable training materials
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.
Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.
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.
Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!
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+Peter Morrison
Sales & Marketing trainer
As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.
Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.
Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.
Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.
Customize Your Training Package
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.
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.
Let Your Delegates Grow With
Activitie, Exercises And Games
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.
All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.
I will return to your website as needed and will recommend your products and services to fellow consultants.
John P. Olivas
Nige O'Shea FIMI
Get all our training Packages
To find out more about how our training course materials can help you to boost engagement, deliver effective training and enhance your team’s knowledge and understanding of the key points that are important to you, please take a moment to read our frequently asked questions, or get in touch now if you want to know more.