A
Training Program to Eradicate the Speaking Mistakes that Negate Customer Service Course
overview
 The
workshop runs approximately 13 hours over one and a half days and is divided into
12 modules. The content of the modules builds upon one another and should be taught
in sequence, but can be scheduled according to individual needs. Segments of video
instruction by Susan Berkley and professional actors are included in nearly every
module. Typically a video segment demonstrates a specific skill such as catching
verbal viruses, proper breathing techniques, etc. See
a complete description of each module.
Course
Materials Package When
you purchase the workshop, you'll receive an array of professionally designed
and developed materials. The package includes everything you'll need to prepare
for the workshop and to train participants: Comprehensive
Facilitator Introduction and Guide: - Describes
how to time the distribution of pre-work and optimize its usage
- Includes
a script describing how to present the content, overheads and video exercises
- Includes
step-by-step directions for conducting all activities and debriefing the learning
experiences
- Employs
icons to note when to show overheads, video segments, etc.
- Includes
a course "windowpane" showing the time allotments and resources required
for each module
- See
sample
Participant
Workbook - Includes
a page for all learning points, activities, and video exercises
- Summarizes
the key learnings for each module
- See
sample
Custom
48-minute "Speak to Influence™" Video featuring Susan Berkley Pre-work
packet for participants to complete before attending the workshop PowerPoint
Presentation and over-head templates
Feedback
forms for gathering input from participants | 
