Skills training programme for agent level three |
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Course objectives |
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Course Schedule |
2 x 3 hour sessions per month |
Context of training
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 level two band training, a level three agent would need to cover all core modules and a minimum of two optional modules before receiving full accreditation. This process would typically take six months.
During this period, the agent would have made career choices and certain training courses are designed to assist the agent to achieve their objectives within the organisation. On successful completion of the agent programme, the individual will be prepared for Team Leadership, Apprentice Operations Management or a role in training and development. For individuals needing training and support in other role disciplines, other suitable courses may have to be made available, subject to negotiation and availability.
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
Assertiveness
Objective
Key learning points
Client liaison
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Key learning points
Briefing
Objectives
Key learning points
Career planning
Objectives
Key learning points
Giving feedback
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Key learning points
Industry awareness
Objectives
Key learning points
Performance management
Objectives
Key learning points
Troubleshooting
Objectives
Key learning points
Presentation skills
Objectives
Key learning points
Team Building
Objectives
Key learning points
Coaching
Objectives
Key learning points
MIS (operation specific)
Objectives
Key learning points
Self management and personal effectiveness
Objectives
Key learning points
Client tours
Objective
Key learning points
Effective written communication
Objective
Key learning points
Technical skills
Excel
Objective
Key learning points
Word
Objective
Key learning points
PowerPoint
Objective
Key learning points