People Skills training

People Skills

A sequence of People Skills training sessions focusing on Empathy.

2nd

4th

1st

3rd

5th

LinkedIn Learning

Call listening

Genially activity

Roleplays

Introduction

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Call Listening: 3.5 hours

• Listen to calls that have been sent in by agents.
• Play 'good' examples of calls
• Facilitate discussion around the use of empathy within the call.

Genially activity: 60 mins- Assigned on SF

Escape room that follows three conversations based on real-life scenarios. 1) Customer with vulnerability that needs support. 2) Customer that would benefit from Breathing Space that also has a vulnerability. 3) A customer whose pet passed away

Roleplays half day session

An opportunity for agents to put everything they have learnt so far into practice.

• Include Team Leaders
• Trainer to be the 'customer'- to make it challenging
• Present situation and agents to take it in turns providing responses
• Split up between trainer/TL to practice further.

Introductory session: 15 mins

• To introduce the topic and explain the sequence of sessions (some will be 'classroom' based, some self-directed.
• Go through learning objectives.
• Ask agents to send call info for call listening session. Either 'good' examples or ones they want support with and check LinkedIn access.
• Introduce resource pack

LinkedIn Learning: 90 mins

Empathy for Customer Service Professionals Online Class | LinkedIn Learning, formerly Lynda.comCommunicating with Emotional Intelligence Online Class | LinkedIn Learning, formerly Lynda.com