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I am better because of your seminar.

Participant, Surgical assistant

By far the best Customer Service training I’ve attended.

Participant, American EuroCopter

One of the most important things we are doing to prepare for deregulation.

Analyst, Progress Energy

People are acting on what they heard and learned.

Manager, AmeriGas

The response and improvement in our people has been outstanding.

Manager, Saint-Gobain Plastics

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Call Center Customer Service Training

Delighting Customers for Call Centers is the original call center training program. It comprises all the same skills and concepts as Creating CEOs but has less emphasis on the CEO label.


Like the newer Creating CEOs, Delighting Customers for Call Centers is a facilitator-led, on-site, phone skills and call center training program for all phone-based service persons.


Unique advantages

  • Motivating, inspiring, values-building, skills-based, practical, and challenging.



  • Call Center customer service training.
  • Help Desk training.
  • Training methods for a call center.
  • Customer service training for phone salespeople and professionals.


Training populations

  • Service Center training.
  • Help Desks training.

For all non-phone service persons see Delighting Customers.


Employees learn to:

  • Build rapport.
  • Restore customer confidence.
  • Reduce escalated and repeat calls.
  • Increase customer self-reliance.
  • Increase sales by recognizing customer needs.
  • Go the extra mile to delight.


Includes phone skill tools and training methods for call centers

  • Greeting, holding, transferring.
  • Explaining and requesting acceptance.
  • Saying no, negotiating solutions.
  • Resolving complaints, saving customers.



  • One-day or two-days.
  • Full-day, half-day, or two-hour sessions.
  • Class size from 4 to 24.
  • Deliver using your trainers or ours.


Follow-up and Reinforcement Included!

  • Call Monitoring forms.
  • Call Center Metrics with industry standards.
  • 32 phone standards.
  • GEMs employee recognition program.
  • Optional manager toolkit.
  • Optional SAGE Manager Coaching program.