Course Description: This Training Course uses Cognitive Principles and Social &Behavioral Science techniques to enhance your effectiveness as a Call Center Agent and Customer Service Representative. You will learn how to say more with less words, how to ‘read’ and profile your customer through conversation and how to convert ‘leads’ with the least effort in less time. The application of this research-based and industry-tried model will improve and incrementally increase your conversion and retention rate to more than eighty percent. This is a MUST DO Course for every person working in a Call Center or Customer Service environment.
With this Course you will gradually transform your earning capacity towards an unbelievable improved profit margin for you, as an individual, and collectively as a business/agency.
Connect like a pro with clients/customers, convert like a genius and earn like never before. We create Sales Champions and Life-time Loyal Ambassadors.
E.T.M can become your ATM.
1. Structure of the Course
This Course is structured into sixteen lessons.
Each lesson will be made up of a Reading requirement. The text for the Reading will be provided. As the Course progresses, you will discover that concepts introduced in previous lessons are explained in more detail, rephrased in a different way or re-emphasized. This is intentional and part of the framework of Course of this nature. We are more interested in you learning and implementing than in us just teaching the material. This is industry specific and job-related. Sometimes a lesson might appear like a flight of stairs and sometimes it may appear as just a step on the staircase. Sometimes you may be exposed to two different views on the same issue envisaging the same outcome. In that case you will have the choice to implement one or both even though each will be useful at different times in your work, depending on the circumstances. This is a very exciting and powerful learning curve.
2. Assessments
This is a specific skills development and Coaching course. Others have hinted that it is an equipping and empowering course because it is practical and real.
The type of assessment is designed not to “test” you but to reinforce the principles from each Lesson. The Course is designed for you to pass. It is not designed to penalise you for getting anything wrong but to promote you for getting everything correct. This is positive reinforcement and the basis of Academic and Sales Coaching. No real teaching takes place until learning has taken place. This type of assessment is based on the premise: What’s worth remembering is worth repeating.
The type of questions for assessment/reinforcement will be:
Multiple choice and/or Fill in the Blanks
Reflection Type Questions: Tick the appropriate box, if you agree.
Response-based, Self-assessment questions.
At the end of the course you will receive a Certificate and be registered for the Annual Graduation Ceremony.
