Radclyffe - Contact Center Training and Consulting
Events
 
Champion™ Leadership Training for Supervisors, Team Leaders  and Managers - Public Session
 
Dates: September 15 - 17, 2009
When: 9 AM - 4 PM
 Location:
The Center For Client Retention
300 Connell Drive
Suite 1200
Berkeley Heights, NJ  07922
 
Valerie Kerwin, Senior Consultant and Human Resource Practice Leader, Radclyffe, will be facilitating a three - day interactive session that was developed specifically for front-line supervisors,managers and team leaders.  After attending this workshop, the participants will be able to: 
 
  • Hold CSRs appropriately accountable
  • Deliver fair and consistent feedback
  • Understand how to "model the way"
  • Motivate CSRs and keep them engaged for years
  • Empower others to act
  • Delegate appropriately and effectively
  • Create an ongoing learning environment
  • Coach rather than direct
  • Proactively and effectively address performance or behavioral issues
  • Model the 4-Step Situation Strategy™
  • Work toward eliminating CSR complaints using a specific strategy
 
9 Tools and Strategies Provided in Workshop with job aids
 
1 hour of coaching follow-up per participant included in fee
 
Price: $900 per participant
 
If you are interested in having 3 or more associates attend this workshop, please email Valerie Kerwin
to schedule a workshop at your site.
 
The last Champion™ Leadership Training Public Session sold out within the first 5 days!  Here is just some of the feedback from participants:
 
 I really loved the training! There were so many take-always for me but the one I will most use during my coaching sessions is that as adults we do not argue with our own data.  I also will begin using the Group Discovery Process during my coaching sessions.
 
I really liked the examples and stories you told, it really helped to put the strategies into perspective.
 
The material was "real" and can be easily applied to my everyday practices and processes.
 
Personally I loved the professional stories told by the group,  "A story told can be a lesson learned".
 
I can't believe how many tools we received!  I am planning on using all of them.  I had an "Ah! Ha!" that The Group Discovery Process™ helps me be a better leader and coach.  I never realized how all aspects of my behaviors really matter.  I also love the follow-up you are providing us.  We really got our value out of this training!
 
I loved the Leadership Development Plan, the stories and the fact that we were able to learn from each other. The role-playing really helped me "get it."  I now know how important it is to ask questions rather than tell and what we learned about being a leader by delegating effectively, brainstorming and using all of the tools to raise associates "up a seat."
Customer Service Week, 2009
October 5 - 9
 
This year, Customer Service Week will be celebrated the week of October 5th through the 9th.  To get ideas for your contact center, click on the link above.
 
 
1614 Union Valley Road • Suite 163 • West Milford, NJ  07480
888-584-5999 (Phone) • 973-506-1558 (Fax)
©2009 Radclyffe All Rights Reserved.