Domain Expertise
Work 2 Home workforce development and job training programs are led by instructors and associates with over 20 years of experience in IT, project management, call center and help desk management, document management, and professional development training nationwide. Our team has successfully developed, implemented, and managed innovative programs for the military, government agencies and private companies.
Convey excellent customer service skills when handling calls. Call center representatives are/were able to articulate the correct information and/or able to address or direct the caller to the appropriate area of interest. Contractor has maintained very good business relations. Contractor has always been responsive to any request that have been made, as well as, certain request to add or delete certain topic issues.
Sally fergeston
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Call Center/Help Desk Support
No matter how in demand or innovative your product/service is, or how large the market opportunity is, delivering poor customer service is the quickest way to lose any advantages a company has. Despite the clear importance of customer service, only 8% of consumers believe businesses they interact with deliver superior support and first-call resolution.
These frontline representatives are the face of the business in many ways. Use this learning path to give them everything they need to deliver superior customer service. From digital channels like chat and social media to voice and email, this set of customer service classes will turn your workforce into communication pros.
Whether we embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.
This workshop will help you teach participants:
- The nuances of body language and verbal skills
- Aspects of verbal communication such as tone, cadence, and pitch
- Questioning and listening skills
- How to deliver bad news and say “no”
- Effective ways to negotiate
- The importance of creating and delivering meaningful messages
- Tools to facilitate their communication
- The value of personalizing their interactions and developing relationships
- Vocal techniques that will enhance their speech and communication ability
- Personalized techniques for managing stress
Training Outcomes
- Learn the ins and outs of good telephone etiquette and telephone communication.
- Suggest strategies for building rapport with callers and setting the tone for a positive call.
- How to actively listen, and ask fact-finding questions to achieve first-call resolution.
- Employ best practices for placing callers on hold, transferring calls, leaving messages, and documenting conversations.
Customer Service and Sales
This hands-on workshop is designed to equip participants with the essential skills needed to excel in customer service and sales. Through interactive lessons and real-world scenarios, participants will learn how to effectively communicate with customers, handle inquiries and complaints, and build long-lasting relationships that drive loyalty. The program also covers proven sales techniques, from prospecting to closing deals, helping participants boost sales performance and exceed targets. By the end of the workshop, attendees will have a clear understanding of how exceptional customer service can enhance sales success, fostering customer satisfaction and business growth. Whether you’re new to the field or looking to refine your skills, this workshop offers the tools and confidence needed to thrive in today’s competitive marketplace.
Agenda
Session One: Introduction and Course Overview
Icebreaker: Bingo
Session Two: Pre-Assignment Review
Session Three: Defining Marketing
Session Four: Recognizing Trends
Session Five: Market Research
Break
Session Six: Strategies for Success
Top Ten Strategies for Success
Debrief
Identifying Opportunities, Part I
Identifying Opportunities, Part II
Debrief
Session Seven: Mission Statements
Morning Wrap-Up
Lunch
Energizer: Happy Hats
Session Eight: Brochures
Session Nine: Trade Shows
Why Attend a Trade Show?
Preparing for a Trade Show
Debrief
Break
Session Ten: Developing a Marketing Plan
The Four P’s
SWOT Analysis
A Simple Marketing Plan for Small Budgets
Session Eleven: Increasing Business
Session Twelve: Saying No to New Business
Session Thirteen: Advertising
Session Fourteen: Networking
Workshop Wrap-Up
Information Technology/Cybersecurity
Learners will gain knowledge in computer architecture & systems fundamentals, computer systems administration, information security fundamentals, and technical support. Career paths include:
- IT Support Technician
- System Admin
- Digital Forensic Examiner
- Analyst
Artificial Intelligence
Learners will gain knowledge on the evolution of AI, how it is applied in real world solutions, and how it can be leveraged as a career path. During the program learners will create & design models & solutions across various industries using no-code platforms without having to write a single line of code as well as classify data, perform data analysis and create accurate data predictions.
- Machine Learning
- Automation/Robotics
