Agent Training

Our agent training is aiming to turn your agents into customer contact professionals. We make them aware of their own abilities and convictions, the expectations of the customers and the goals of the organisation and how these things relate to each other. During the program we turn this awareness into skills and behaviour.

As every organisation has its own development pace and has its own goals our courses will always be tailored to our customers’ needs. Nevertheless there are a few parts that will most likely find their way into the program:

•   How to really connect to the customer?
•   What’s the meaning of ownership and how do you make the customer feel it?
•   Basic conversation skills and techniques
•   Structure & style within written communication
•   The impact of assumptions, convictions and prejudice on behaviour and communication, and how to minimize the negative effect.
•   How to recognize and use buying signals?
•   How to turn a service conversation into active sales?
•   How to recognize churn signals?
•   Need based selling & retaining