• My situation - describing situations, feelings and needs. • Understanding what lies behind 'difficult' behaviour. • Understanding values and attitudes. • Understanding your strengths and opportunities for improvement in managing diversity. • Strategies for avoiding or resolving diversity based disagreements. • An audit of your centres operations, monitoring calls, interviewing personnel and reviewing call monitoring and call evaluation procedures and producing a detailed report of recommendations to improve customer satisfaction and reduce complaints. • Development of personalised training materials for voice/accent training, empathy, culture and coaching. • Onsite training of team leaders and process managers and of local trainers to carry training forward.
• Reduction in customer complaints. • Improved customer satisfaction.
Free and Optional Programmes with the Cross Cultural Skills Programme:
Target group: Executives, Department Heads and Assistant Department Heads Min. no. of candidates per course: 15 Max. no. of candidates per course: 35 Inclusive: Training Manual, Companion Guide Book and Videos Duration: 3 days