Training

Training Materials

When writing training materials, I like to think 6 months or a year down the road. What will learners remember, and even more important, what can we realistically ask them to do that is different than what they did before?

“Jacob Stoller not only provided customer interaction skills and lead generation training for our 1200 field technicians, but also surveyed our customers to ensure the training would address root cause issues, and helped us design a method to certify that our field engineers absorbed the training. The training itself was well received, and early results have been impressive in terms of participation, and growth in lead generating activity. Our customers have taken note as well - several of our partners are considering adopting this program for their own technicians. I highly recommend StollerStrategies to any tech service organization that needs to get more out of each customer interaction.”

Adrianne Miller, Vice President of Human Resources, DecisionOne

Training Samples

The samples below are selected from several customer relations courses that I have created. These materials are designed to be delivered online in instructor-led webinar format.

The first is a video dramatization that shows what happens when people don't listen to their customers.

www.stollerstrategies.com/notListening/notListening.html

The next example is a presentation of a key learning point - the technique of open-ended questioning.

www.stollerstrategies.com/websegment1-listening/websegment1-listening.html

The next example shows another video dramatization . This time the subject matter involves recognizing and responding to customer need. Also shown is a group exercise where participants look at the various circumstances that affect and define customer need.

www.stollerstrategies.com/websegment3-needanalysis/websegment3-needanalysis.html

Our final example shows a follow up tool that can be used by managers to reinforce key concepts.

www.stollerstrategies.com/websegment4-reinforcement/websegment4-reinforcement.html