Front-Line Customer Care Training Programs

Defusion Of Anger/IANA Problem Solving
G.R.A.C.E. Under Pressure
Managing People: Survival Skills For Customer Relations

Defusion Of Anger/IANA Problem Solving

This day-and-a-half course focuses on the skills needed to approach customer care positively and defuse customer anger and frustration using the IANA problem solving process. This program—tailored to the specific customer care challenges of each client—has proven effective in increasing customer satisfaction and reducing front-line employee stress and turnover. Emphasis is placed on participation, adult-learning techniques, team building and individual development. Direct instruction and 'train-the-trainer' programs are offered.

G.R.A.C.E. Under Pressure

This one-day workshop complements Defusion of Anger/IANA Problem Solving. The curriculum is designed to provide front-line customer care staff with the skill sets necessary to make customer care a win-win proposition for both customers and customer care personnel. Participants leave with an improved ability to convert a 'cold' customer interaction into a warmer, welcoming interaction. Direct instruction and 'train-the-trainer' programs are offered.

Managing People: Survival Skills For Customer Relations

This two-day course is intended for contact center team leaders and supervisors and provides a hands-on skill set in coaching and counseling front-line contact center agents. The course also focuses on overcoming the unique challenges of planning, leading, and delegating in a customer care environment. Direct instruction and 'train-the-trainer' programs are offered.