Two day program designed to enhance the communication skills of inside support staff.
Virtual trainings are NOW AVAILABLE for all of our programs. Contact for details.
This program was created to fill the void voiced to us over the past several years by our clients that all training was developed primarily for outside sales personnel and overlooked the inside operations staff. This course addresses operations personnel who also have communication obstacles they have to overcome in doing their jobs more efficiently and professionally.
Therefore, we are very excited to add this program to our menu, “Providing the Ultimate Customer Experience” which is solely directed at enhancing the communication skills of inside support staff.
What will they learn from this training course?
Day 1 - Skill Development & Training
Day 1
During the two-day workshop, the students learn the basic principles behind effective communication involving the three most common scenarios:
- Communication between the internal operations staff members to solve corporate and/or personal issues and concerns.
- Communication between operations staff and outside sales staff to solve client related problems focusing on the avoidance of the “Us” versus “Them” organizational mentality.
- Communication skills between between operations staff and the customer. Proper skills in this area can be crucial to a company’s success.
In the afternoon, we review five major points in quality communication.
These areas focus on:
- How to focus on the situation at hand.
- How to maintain someone else’s self-confidence when you communicate to solve an issue.
- How to maintain constructive versus destructive relationships with your communication.
- How to utilize initiative to be proactive versus reactive; and
- How to lead by example with positive communication skills.
Day 2 - Putting Education Into Practice
Day 2
We end the program with audio-tape role plays with the group. The critiques are done by their peers as well as the instructor in the audio playback portion.
When should the operations staff go through this program?
It is recommended that they go through the program somewhere between the 3-6 month mark after the initial sales training began.
