Turn Your Call Center Into A Relationship Center

Have a Call Center?

Does your contact center deliver transactional vs. interactional experiences? Are average talk time, calls per hour, and average hold time taking away from the human interaction?

Learn how to create a world-class interaction without affecting productivity.  The Relationship Center Certification will help you transform your call center into a relationship center by focusing on opportunities to take every day run-of-the-mill calls, and turn them into effective, memorable, touch points.  Limited seating.

Topics Covered

  1. Hiring for Service Aptitude
  2. Scripting vs. non-scripting
  3. Staffing levels
  4. Metrics and reporting
  5. Maintaining momentum and positive reinforcement
  6. Communication touch-points: phone calls, e-mail responses, and live chat
  7. Building and maintaining customer empathy
  8. Secret Service Certification

Takeaways

  • Re-energize yourself and your team by motivating them to own it!
  • Learn “ready to implement” ideas that allow you to improve your service quality almost immediately.
  • Improve the culture of your department.

Students

This is a train the trainer class tailored to call center managers, corporate trainers, and leaders. Not the front line. 

Certification

As a Certified Secret Service Agent you will have the knowledge to train your company or clients in the same “Secret Service Systems” used by the top Customer service companies in the world. You will:

  • Become a Certified Secret Service Agent and train others to provide world-class Customer service
  • Learn to facilitate the Customer Experience Cycle Workshop to companies in any industry
  • Receive all tools necessary to create your own keynote
  • Gain rights to the use of the Secret Service logo, facilitator guides and handouts
  • Get unique agent discounts and incentives on educational conferences and resources like books and online training

Give us a call with any questions at 440-484-2377.

Faculty

Dave Murray joins The DiJulius Group after 20 years of experience in Customer service, marketing, and sales, primarily in the sports and entertainment industry. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders. A former client of The DiJulius Group, Dave has been working with the X-Commandments since the debut of “What’s The Secret” in 2008. Take a look at Dave presenting at the America's #1 Customer Service Conference: the Secret Service Summit.