Our Services
At Masterclass Consulting, we offer a range of specialized training programs designed to enhance your team’s performance and service excellence. Explore our core services below to see how we can support your organization’s growth.
Service Etiquette
Employee & Customer Xperience
An individual is a representation and brand ambassador for themselves 1st and the organization they are employed under. Course details the basics etiquette standards inclusive of grooming; 1st and most important fundamentals for any individual employed in a corporate setting as it sets the tone with your customers whether it be in person and/or virtual. Topics covered include: Effective communication, mannerisms, individual presentation, and hygienic standards. Purpose of this course is to excel etiquette standard that will boost trainee’s confidence and professionalism which will result in customer experience uniformity for organization in question.
Course dissects the understanding of Employee & Customer Xperience with a key focus on journey mapping and how EX and CX are interconnected for the success of the organization.
Management & Leadership Coaching
Our management training programs are tailored to develop leadership skills that drive performance and foster a customer-centric culture. We focus on building strategic thinking, effective communication, and decision-making skills.
Contact Center Xperience
Course details core expectations and behaviors of a Contact Center Agent. Topics covered include employee & customer experience and its importance, dynamics of a contact center, role as an agent, expectations, attitude, 3 key performance metrics of an agent and its importance, behaviors and building rapport. Purpose of the course is to excel service standards of all agents as they are one of the key virtual pillars and brand ambassadors in the service industry and can in turn, excel the brand of organization in question.
Contact Center Implementation
Project management inclusive of: Profiling current assessment of call center and/or contact center as there are variations in the two. Analysis and recommendation of software systems and analytics (CRM, telephony, omni-channel communication integrations), and training before go-live.
The Art of Recommendation
Employees are the experts and ambassadors of products/services being sold to an end user. Course details differences between order- taking, recommending and outcomes which will increase revenue growth, customer satisfaction, retention and brand positioning.
Complaints Resolution
Course details is designed to equip your team with the skills necessary to handle customer inquiries efficiently and effectively. The training aims to provide techniques on improving response times, resolve issues, and provide a positive customer experience.
Understanding Customer Needs
Course details importance of understanding client requests, overcoming objection mechanisms, product/purchasing behavior that will result in customer loyalty and in addition, provides trainee the skillset in tailoring products and services accordingly.
Acquisition & Retention
Our cross-selling training equips your team with strategies to identify and act on opportunities to offer additional products and services that meet customer needs. This training focuses on increasing revenue through effective cross-selling techniques.
Client Portfolio
