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Call Center Training Programs
Impact Learning Systems offers a comprehensive selection of sales and customer service training programs for front-line agents in contact centers. All the programs are designed to change behavior and improve performance. Each sales and customer service training program is skills based, customer focused, and includes a number of reinforcement tools that can be used on the job to improve performance and customer communication.
The programs are part of an innovative new learning process designed to transfer learning into real behavioral change. Our goal is to help your employees noticeably improve their sales and customer service skills so that your business grows and your employees feel good about the contribution they're making.
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Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team.
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This customer service training program is designed for non-tehcnical customer service representatives who are telephone based. It combines the best in customer service training methodology with best practices in customer communication to bring your representatives all the skills they need for perfect customer service calls. Available in English and Spanish.
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Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to create e-mail messages that are positive, professional, clear, and concise.
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Designed specifically for field service engineers, Getting to the Heart of Field Service™ teaches employees the customer service and communication skills they need to balance the business needs and values of your company with the expectations your customers have for quality service.
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Developed for customer service representatives in technical and non-technical environments, Sales-The Other Side of Service™ teaches your employees to view selling as a service to customers. Representatives acquire the necessary skills to identify sales opportunities, successfully cross-sell and up-sell, and overcome customer resistance.
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Developed especially for technology-based industries, Getting to the Heart of Technical Support™ teaches your support professionals the skills they need to consistently deliver exceptional customer service. Available in English and Spanish.
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Designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. It teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process.
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In Getting to the Heart of Telephone Sales,™ sales professionals learn how to engage prospects and customers in value-oriented discussions that result in qualified leads and closed sales.
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English Business Idioms explains 100 commonly used business idioms. Idioms are used extensively in American business and in international settings where business is conducted in English. The program will help you communicate more effectively by giving you an understanding of the meaning, use, and pronunciation of idioms so they can become part of your vocabulary.
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Upon completion of the Essentials of Business Writing, students will be able to write clearly and concisely, have an improved understanding of grammar and syntax, and be ready to take the new Test of English as a Foreign Language (TOEFL) and Test of English for International Communication (TOEIC) tests.
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English Pronunciation is designed for non-native English speakers who wish to improve their spoken English. The course teaches several different skills to help you listen to and then use correct rhythm, stress, and intonation in your spoken English. The program is a preparatory course for the Test of Spoken English (TSE) offered by the Educational Testing Service.
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