Training Programs
Over the years, Radclyffe has worked with many top organizations which has provided us the opportunity to test, refine and enhance our proven processes, methodologies and practices. As a result, we have been able to provide proven training solutions, yet customize them to meet your individual organization's and people's needs.
We know how to customize, yet maintain the integrity of the program to get the results you expect - which we then measure to ensure your Return on Investment.
Strategic Interaction Skills™ Training Workshop
This workshop provides associates with a strategy to effectively navigate through a customer interaction while consistently delivering World Class Service.
The strategy has been tested and validated on over 66,000 customer interactions, which means that we can predict the customers' reaction to each step of the strategy with a 95% confidence level. Having associates use this strategy with the expected outcome builds their confidence in call handling and that translates to building customer confidence which:
- Eliminates customer call backs
- Reduces unnecessary call escalations
- Increases customer loyalty and satisfaction
- Reduces Average Handle Time (AHT)
Coaching for Service Quality™
For all levels of call center management, this workshop and ongoing program reinforces customer interaction skills and ongoing performance improvement for representatives. Coaches learn how to get the best results through proven mentoring activities and how to provide feedback in a way that is accepted and internalized. Rather than taking a "supervisory-directed" approach to performance improvement, this workshop focuses on creating an environment in which representatives:
- Proactively seek out feedback
- Own their own coaching and performance improvement process
- Work with peers to improve their performance
- Accept and act on the coaching they receive
Champion™ - Leadership Training for Supervisors and Managers
Supervisors and managers are critical to cultivating a World Class contact center and need coaching, development and training to achieve their greatest potential. That's exactly why Radclyffe Consulting developed this three-day intensive workshop for team leaders, supervisors and managers of contact centers. As a result of this workshop, participants will be able to:
- Identify how to motivate and inspire contact center representatives and create a healthy culture
- Act as a role model and a mentor within their organization
- Identify and articulate behaviors and providing effective coaching
- Understand the four major contact center inherent challenges and effectively overcome them
- Delegate and empower representatives appropriately and effectively
- Facilitate effective team and learning meetings
- Enable representatives to achieve their greatest potential thorough performance development planning
- Facilitate ongoing succession planning
- Stop triangulation in the contact center
Train-The-Trainer Certification
Our Facilitation Skills Training is second to none in the industry. Why? Because we developed this certification process for our own internal instructors and needed to incorporate advanced facilitation skills into one course to get the greatest results quickly. We developed a patent-pending training process called The Facilitation Strategy™ and then tested and validated it to make sure it worked - every time. If you want phenomenal instructors, then this is the workshop in which to invest. As a result of this workshop for certification, you will have instructors who can:
- Effectively manage the classroom using non-verbal signals
- Use an advanced Group Discovery Process to elicit the "Ah! Ha!" from the learners (ask rather than tell)
- Integrate the Adult Learning Principles into their facilitation strategy
- Use effective universal anecdotes to ensure learning
- Facilitate effective role-plays and learning games
- Facilitate experiential activities and debrief them to ensure learner understanding
- Effectively ask questions to ensure understanding
- Overcome barriers strategically
- Use a four-step strategy to establish credibility and generate excitement about the workshop
This workshop is a three-day intensive course in which the TTT Candidates must facilitate successfully based on specific criteria. To learn more, please contact valerie@radclyffeconsulting.com
Don't see the training you want on the website? That's okay. We have many more workshops and training to offer in our library or we can develop one for your specific organizational needs.
1614 Union Valley Road• Suite 163 • West Milford, NJ 07480
888-584-5999 (Phone) • 973-506-1558 (Fax)
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