Overview and objectives

This course is delivered as blended online learning.

Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-S certification.

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: It’s who you are – coaching from within
Introduction
Good coach, bad coach Coaching defined
Take it to heart An introduction to the HEART model
Mission possible Creating a coaching mission statement
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: The measures of success – tools to measure performance
Introduction
Two by Two, part 1: Measures for productivity and quality
Two by Two, part 2: Performance standards and objectives
Checkup time: Evaluating your assessment forms
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: Aiming high – setting team and individual goals
Introduction
On purpose Crafting meaningful goals
Where should we go? Setting team goals
It’s up to me: Setting individual goals
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: Tuning in – tips and techniques for observing performance
Introduction
High-tech or low-tech Methods of monitoring performance
How often, how long? Frequency of monitoring
Get ready, get set… Preparing to give feedback
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: In a flash – the art of giving quick feedback
Introduction
Good job! Praising strong performance
Good, better, best: Refining performance
Room for improvement: Correcting poor performance
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Playing it back – conducting one-on-one review sessions
Introduction
Gather and glean: Tracking and analyzing performance
Getting together: Guiding the review session
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 7: Talking it out – dealing with challenging situations
Introduction
Nip it in the bud Troubleshooting performance issues
It’s a deal! Discussing negotiable performance issues
Telling it like it is: Resolving non-negotiable performance issues
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 8: Starting from scratch – developing your assessment forms
Introduction
What to measure Setting standards and objectives
Putting pen to paper Creating a customised monitoring form
What does that mean? Creating a quality guide