60 seconds to impress in contact centres
Conducting a good phone call is a profession. To stay focussed during each call and then again take up the challenge to successful execute the next phone call, is top sport.
How do you make sure, as a professional, every call is fun and stays that way? Even, if the mood is not so positive on the other side of the line.
With our training 60 Seconds to Impress we train the mental resilience of employees with intensive customer contact. Both in a B-to-B as in a B-to-C environment. Thereby learning your employees to turn the negative voltage to turn into positive energy in any conversation. How? By always – regardless to the course of the conversations – to stay positive on customer relationships.
We use an unconventional approach that leads to more involvement with the employees and therefore among customers. The training 60 Seconds to Impress is ideal for inbound and outbound sales calls, sales and after-sales calls and inbound complant handling.
After a short 1.5-hour awareness session we train the employees on the job immediately. They are accompanied by their own team leaders and our One Minute Coaching trainer. Within a few hours you will notice as a leader of the Contact Centre differences in perception and commitment and you will see better results.
The training 60 Seconds to Impress is ideal for inbound and outbound sales calls, sales and after-sales calls and inbound complaints handling.
Our training offer
The 60 seconds to Impress trainings are always short and intense, and don’t take more time than half a day (3.5 hours). The trainings bring movement, energy and motivation, and uses concrete practical situations as a basis. Learning and working are always combined. Our trainers work in accordance with the basic principles of One Minute Coaching.
In company awareness sessions
(duration: 1.5 hours)
Participants learn and experience in a short time the basic principles of One Minute Coaching. The personal mindsets and ways how to control these are central. It increases the effectiveness of the influencing a state of mind in the ‘here and now’, allowing employees to become more flexible and commit more rapidly to assignments.
(duration: 1.5 to 3.5 hours)
In these workshops, the participants get started with the four mental states and communication techniques. Training Actors facilitate a playful way to recognize the mental states of others and how to recognize and influence them. Practical situations are the basis of these workshops and all participants are invited to exercise.
60 seconds to impress at the workplace
(duration: 2 to 3.5 hours)
To train team leaders and supervisors with One Minute Coaching on-the-job to recognize the mental states of the people, acknowledge and influence them. To coach immediately after a phone call the mindset of the agent. The agent becomes more committed and customer calls become more effectively. This gives improved results at NPS, sales and customer satisfaction.
(duration: 2 hours)
Ambassadors are leaders who secure the learnings of One Minute Coaching within its own organization. They feel responsible for holding the ideas of One Minute Coaching. In some ambassador sessions to effectively deal with the issues of the day will be trained, that’s typical of the department, business unit or company.