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Certified Training Programs
Impact Learning Systems offers customer service and sales training programs for front-line agents and their immediate supervisors. All of our programs are designed to change behavior and improve performance. Each program is skills-based, customer-focused, and includes on-the-job reinforcement tools to sustain learning and improve performance over time. You’ll watch your investment in training pay off in concrete business results.
Whether delivered online, in a blended-learning format, or in person, the programs are based on a best-practice learning process designed to transfer learning into behavioral change. Our training methodology ensures your employees will measurably improve their sales and customer service skills. The result? Improved employee communication skills, customer satisfaction, sales results and employee motivation –- and reduced call escalations, time-to-resolution and call handle times.
Customer Service Training Programs
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This customer service training program is designed for non-technical 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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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 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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Telephone Sales Training Programs
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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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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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Additional Certified Training Programs
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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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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 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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Customized Training Services
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The most effective training is relevant and job-specific. Consequently, we encourage clients to integrate current issues and products into the learning process.
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