Training and Speaking Are you concerned about the possibility of increased turnover at your support center now that the economic recovery is underway? A recent survey conducted by the Society for Human Resource Management and Career Journal shows that 83% of employees today are extremely or somewhat likely to seek new employment now that the job market has picked up. How can you counteract the possibility of increased attrition? One good way is to invest in your support center employees and demonstrate their value to the organization by providing training and certification to them. Many Support Managers use certification of their analysts to establish the credibility and professionalism of the support center, and to show that analysts have a career path within the center. Our people are our power, so why not invest in them? Emotional Intelligence Training
Training and Speaking
Are you concerned about the possibility of increased turnover at your support center now that the economic recovery is underway? A recent survey conducted by the Society for Human Resource Management and Career Journal shows that 83% of employees today are extremely or somewhat likely to seek new employment now that the job market has picked up. How can you counteract the possibility of increased attrition? One good way is to invest in your support center employees and demonstrate their value to the organization by providing training and certification to them. Many Support Managers use certification of their analysts to establish the credibility and professionalism of the support center, and to show that analysts have a career path within the center. Our people are our power, so why not invest in them?
Researchers have found that emotional intelligence, or your ability to understand and manage your own emotions and the emotions of those around you, is a contributor to career success, overall happiness and stress management. KR Consulting offers two courses in emotional intelligence: one for customer service providers and one for managers.
For information on the one-day customer service class, called Connecting with Customers, click here.
For information on the two-day manager's class, called Business Relationships, click here.
Kristin Robertson has written extensively on emotional intelligence and the support center. You might enjoy reading some of the following articles.
Emotional Intelligence and the Support Center: An Introduction
Dealing with Stress with Emotional Intelligence, Part One
Dealing with Stress with Emotional Intelligence, Part Two
Managing the Support Center with Emotional Intelligence
Customer Service from the Heart: The Importance of Empathy
Customer Service Skills: A Non-Response is NOT a Good Response
Patience is a Leadership Virtue
As part of a knowledge management consulting engagement, KR Consulting offers a three-day, on-site training seminar that introduces the concepts of Knowledge-Centered Support and the skills needed to effect cultural changes in your support organization. For more information about KCS, click here.
KR Consulting also offers on-site, customized training in the following areas:
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For more information on this basic customer service skills training, click here.
This course can be tailored to the specific needs of your organization.This course can be tailored to the specific needs of your organization.
"I just wanted to thank you for an informative and enjoyable class yesterday. I have been through several customer service classes, so I was expecting just another boring re-hashing of the same mundane material. To my delight, you did an excellent job of presenting the materials and keeping us engaged.
I especially liked the discussion about the three learning types. I have sat through so many training classes that completely failed to allow for us kinesthetic learners. Toys on the table is a fabulous idea, especially considering the overwhelming percentage of kinesthetics in our class.
Thanks again for a great class."
Jerry Anderson, Sales Support Analyst, Regus/HQ Global
Speaking
Kristin Robertson is also a sought-after speaker for the support industry. To learn more about Kristin's speaking expertise, click here.
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