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Agent Development Program

Agent Development Program course tagline
Course Description

This comprehensive training program is designed to build a complete foundation of customer service and contact management skills for call center agents. The program consists of three modules :

  • Customer Management Basics
  • Handling Difficult Customers
  • Sales Skills Essentials

These modules form a curriculum that gives agents the start-to-finish skills they need to operate at peak efficiency. The self-paced, online platform the program is hosted on provides a level of flexibility and hands-on interactivity that is perfectly suited for agent education.


Curious about our online training platform? Try it out for free through our Online Training Demo.



Course Outline

Module 1: Customer Management Basics

  • Asking Effective Questions
  • Active Listening
  • Building Rapport with Customers
  • Using Your Voice
  • Expressing Empathy


Module 2: Handling Difficult Customers

  • Avoiding Escalations
  • Managing Stress
  • Controlling the Call
  • Choosing Your Words
  • Managing Difficult Customers


Module 3: Sales Skills Essentials

  • Developing a Selling Attitude
  • Building Product Knowledge for Sales
  • Presenting for Sales
  • Understanding People and Buying
  • Selling, Step-by-Step



What You Will Learn

  • Asking questions effectively to enhance the customer experience and advance the purpose of the call.
  • Using listening skills to handle calls expertly.
  • Building rapport with customers to ease customer interactions.
  • Using your voice qualities most effectively on a call
  • Guidelines for speaking clearly
  • What empathy is, how to develop it, and how to use it effectively
  • The most common reasons for escalations and how to avoid them
  • Signs of customer stress and how to defuse that stress
  • Common myths about stress and how to handle your own stress
  • What call control is about and how to achieve it
  • The impact of words and how to make good word choices
  • The three types of difficult customers and tips for dealing with each
  • Techniques that help with difficult customers
  • The keys to establishing and maintaining a positive sales attitude
  • The importance of product knowledge and tips for building your product knowledge
  • Presentation techniques that help make the sale
  • Why people buy and how to use that information in making the sale
  • A step-by-step process for handling sales contacts

Pricing

Duration:

6.5 hours

Price Chart:

# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing

 

Bulk Pricing Form

To purchase a course for 5+ students, please complete the form below:



Licensing

If you support a dedicated Learning Management System and would prefer to license our online agent training program, please contact us so we can understand your goals better and provide you with a pricing and a proposal.



If you have questions about this course, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

Get Started

Online Training

Online, On demand training. Learn More >>
For purchases of 5+ students, please complete the bulk order form.

For purchases of 1-5 students:

$199