Small and midsize businesses depend on their frontline teams for day to day operations and delivering customer service. The business can see short and long term benefits when Individuals in frontline teams have the necessary skills and organizational habits to do their job efficiently and accurately. With small and midsize businesses in mind, ExpressTrainingSystems.com has launched a suite of training programs that help entry level new hires transition effectively into their roles. Training courses by ExpressTrainingSystems.com are cost effective and designed to deliver skills, habits and processes to individuals who work along the frontlines either through self paced or instructor led formats.

Customer Service Training – In Person Engagement

Customer facing businesses rely on their frontline teams to deliver service and experiences for revenue generation and personnel that have essential and advanced skills are better suited to engage customers and maximize opportunities. CST – IPE delivers essential skills and organization habits that position new hires for success. Some of the course goals for CST – IPE:

Defining customer service and what it means to the business

Common customer types specific to the business

Learning physical and verbal techniques for improved interactions

Methods to discover customer thinking

Understanding the components of a successful customer service experience

Identifying the impacts customer service has on the business

Self paced formats offer an overview of key customer engagement and teaches communication and organizational skills as well as identifying opportunities. Instructor Led sessions take a deeper dive into customer engagement and cover advanced skills and techniques for interactions and maximizing effort.

Customer Service Training – Contact Center Representative

Contact centers provide an essential channel for customers to reach brands and those interactions are critical in achieving set goals. Trained and skilled representatives have the capability to deliver exceptional over the phone experiences and meet or exceed set performance standards. CST – CCR focuses on telephone interactions and covers essential skills and habits that high performing agents need to succeed. Some of the concepts CST – CCR covers:

What makes up a successful call

Flow, pace and call control

Interaction techniques to make discoveries

Call preparations and research

Call closing techniques

The importance of tracking metrics

Self paced courses provide a general overview of skills and habits that are common among top performing agents. Instructor led sessions get more in depth on skills training, conversation flow and call control

Loss Prevention Training

Retail and showroom type businesses are well aware of loss and that it can do to any sized organization. Building awareness and skills training are key factors that help control and potentially deter business losses. Internal and external losses are especially impactful to small and midsize businesses but training frontline teams can help mitigate the challenge. LPT covers core loss and loss prevention facets;

Identifying the types of losses in business

How losses affect the business

Understanding business process and accuracy

Learning about the types of external losses

Building awareness and customer service techniques for loss prevention

Reviewing and understanding company policies regarding loss

Self paced and instructor led formats deliver essential information, concepts and skills that give frontline teams tools they need for awareness and deterrence.

Entry Level Supervisor Training

Small and midsize businesses with multi-person teams need an entry level supervisor that can lead these frontline units to greater motivation and productivity while ensuring day to day operations are kept up. New hires or internal promotions can benefit from EL – ST’s engaging and lively instructor-led format and will be able to deploy real world skills to get more from their team. EL – St is a comprehensive management course and covers the following key concepts:

What does a supervisor do?

The importance of leadership and the effect on business

Manager methods of communication

Learning advanced organizational and planning skills

Problem solving and identifying opportunities

Techniques for managing team morale, motivation and productivity

Understanding business specific managerial duties and processes

EL – ST is only offered in instructor led format and is limited to 5 participants to ensure enough time and attention is devoted to each participant.

The Bottom Line

Creating and developing training content can be an expensive and laborious task, especially for small and midsize businesses. But having highly skilled and capable frontline teams is critical for the success of any customer facing business. ExpressTrainingSystems.com has developed a suite of training programs ideally suited for frontline teams and entry level positions. Self paced, or instructor led, ETS training delivers essential skills and habits that drive performance and accuracy in new hires. Self paced courses include knowledge checks, downloadable worksheets, evaluations and performance reporting. Instructor led courses are deeper in content coverage and all sessions offer a valuable Q/A block at the end of the session.