These training sessions are modular and are designed to fit together in groups within two three-hour training sessions over a period of six months.
The subjects covered are appropriate to customer service or sales operations and are split into the areas of functional/interpersonal and technical skills.
On successful completion of the probationary training, an agent would need to cover all core modules and a minimum of two optional modules before moving to level two. This process would typically take six months.
Training methodology
Within the organisation, there is an operational imperative which precludes agents from spending long periods of time away from the operation. Because of this, the preparatory work and accreditation elements of the courses are designed to be delivered by the agent while on his/her operation. The actual training time away from the operation would be no more than six hours per month.
Functional and interpersonal skills
Client liaison
Objective
Delegates will interact effectively with internal and external clients at all times.
Delegates will participate appropriately in client-facing situations.
Key learning points
Basic etiquette with a client.
Basic client enrolment.
Giving information positively.
Coach the coach
Objective
Delegates will understand the coaching process.
Delegates will be able to coach others effectively.
Delegates will understand inspirational coaching methodology and begin to develop inspirational coaching techniques.
Key learning points
How to coach.
Situations where coaching can be effective.
Gaining permission.
Setting context.
Setting coaching objectives.
Coaching follow-up.
Effective feedback
Objectives
Delegates will understand the principles of effective feedback.
Delegates will be able to give positive feedback to others.
Key learning points
One minute praise.
One minute criticism.
Principles of constructive feedback.
Dos and don’ts of effective feedback.
Goal setting and life planning
Objectives
Delegates will be able to analyse their own standards and make recommendations for improvements.
Key learning points
Principles of goal setting.
SMART objectives.
Personal development planning.
Understanding personal values and drivers.
Handling difficult communications
Objectives
Delegates will be able to turn negative situations into positive situations using techniques in assertiveness and win:win negotiation.
Key learning points
Positioning information positively.
Setting context for bad news.
Gaining commitment for positive outcomes.
Handling obstacles and objections
Objectives
Delegates will understand the differences between obstacles and objections.
Delegates will begin to develop skills necessary in order to overcome obstacles and objections effectively.
Key learning points
An obstacle is a block to a relationship, job opportunity or ambition.
An objection needs to be overcome, not avoided.
Performance management
Objectives
Delegates will be able to analyse own standards.
Delegates will be able to make recommendations to improve own standards.
Delegates will have an understanding of the impact of absence on an operation.
Key learning points
How to analyse performance.
How to troubleshoot performance gaps.
How to manage own performance.
Setting personal targets.
Delivering the operation.
Self awareness
Objectives
Delegates will be able to affect their own impact within their area of operation and display an excellent level of professionalism to their peers, management and client.
Key learning points
Personal impact.
Behaviour patterns.
Behaviour affects behaviour.
State management
Objectives
Delegates will be able to control their emotional state in dealing with customers, peers, management and clients.
Key learning points
Concepts of emotional states.
Controlling the inner self.
Thoughts affect actions.
Positive thinking.
The power state.
Team building
Objectives
Delegates will be able to influence others by demonstrating positive and inspirational behaviour.
Key learning points
Team dynamics.
Role of a team leader.
Role of a team member.
Report writing
Objectives
Delegates will have an appreciation of company standards in report writing.
Delegates will know how to construct a report.
Delegates will use templates to deliver a consistency in their report-writing output.
Key learning points
Company report writing standards.
Use of styles in Word.
Structuring a report.
Managing expectations.
Assessing the audience.
Time management
Objectives
Delegates will understand the need for planning for time.
Delegates will prepare, both mentally and physically, for the delivery of their role.
Key learning points
Concept of time planning.
Prioritising activities.
Non-discretionary/discretionary time.
How to prepare for the day.
Use of diary/time planning tools.
The sales school
Objectives
Delegates will learn powerful sales techniques and, through practise, become excellent sales closers.
Key learning points
The sales process.
Qualifying the customer.
The loyalty ladder.
Matching techniques.
Powerful proposals.
Establishing agreement and commitment.
Closing on agreement.
Ending the sale.
Technical skills
4D/Operation database
Objective
Delegates will be able to get their own roll-out reports and effectively use the operation-specific database.
Delegates will have sufficient knowledge to make recommendations for improvements to the database.
Delegates will have an understanding of the roll-out report content and make recommendations for improvements to the operation based on this information.
Key learning points
Structure of a roll-out report.
Troubleshooting using the roll-out report.
Operation-specific learning points around the actual specifications, management and use of database.
Excel
Objective
Delegates will improve productivity through use of MS automation and integration capabilities.
Delegates will learn basic formulae and how to create basic spreadsheets and charts.
Delegates will learn, and be able to use company standard formatting.
Key learning points
Timesaving keystrokes.
How to create simple spreadsheets.
Formatting a spreadsheet.
Simple formulae.
Creating a chart using the Chart Wizard.
Copying data into other applications.
Word
Objective
Delegates will improve productivity through use of MS automation and integration capabilities.
Delegates will learn basic styles and how to create simple documents based on company standard templates.
Delegates will learn, and be able to use company standard formatting.
Key learning points
Timesaving keystrokes.
How to create simple documents.
Tables in Word.
Importing information from other applications.
Exporting information into other applications.
Exchange
Objective
Delegates will improve productivity through use of MS automation and integration capabilities.
Key learning points
Sending E-mails.
Receiving and saving E-mails.
Using Public Folders.
Attaching documents to an E-mail.
Personal address folders.
Setting up groups within a Personal Address Folder.
Netscape/Internet Explorer
Objective
Delegates will learn how to access information on the World Wide Web