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    Maximizing Customer Value through   
    Customer-Focused, Performance-Based Training 
 
    Major Media's performance-based "Human Equation"©sm training enables customer-contact employees, team leaders, managers and trainers to maximize customer value and human performance at every stage of the customer-company relationship. All Human Equation courses are also available in a specially tailored version for call centers 
    Human Equation©sm workshops, videotapes and multimedia courseware deliver both measurable performance improvement and validated business results 

    Each Human Equation©sm  program includes in-depth behavior modeling, highly interactive discussion, and intensive skill practice. Statistical behavioral analysis lets each participants objectively measure his or her skills against Major Media's research-validated success profiles.  This proprietary methodology, which provides exceptionally specific and actionable feedback,  is also used to provide highly objective performance coaching on the job.  

    Integrated skills sets, with a consistent vocabulary and philosophy, maximize the effectiveness of cross-training.  Fully customizable workshops consist of four-to-six four-hour modules for flexible delivery. 

 
    Human Equation Programs Include:
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    The vast majority of customers say they are satisfied, but that doesn't translate to loyalty, and it doesn't mean they're not vulnerable to competing companies, products or services. Customer loyalty depends on a number of variables, many of which are significantly influenced by front-line employees.  Going The Distance modules build the specific consultative process and high-level communication skills front-line employees and managers need to increase customer loyalty (and profitability!) with every contact. 
 
    Customers Saved, Customers Kept©sm  

    Most customers are satisfied until one of your competitors makes a more appealing offer. Improving customer retention depends on identifying and saving these customers before their business is permanently lost.  Customers Saved, Customers Kept enables front-line employees and managers to apply a powerful consultative process combined with the specific, high-level service, sales and negotiating skills that have proven to be successful in re-selling and retaining significantly more of these critical customers.   

    Promises Made, Promises Kept Collection Skills©sm  

    When customers don't pay, their broken promises sour relationships, burn out motivation and threaten  profits. Promises Made, Promises Kept provides intensive, performance-based training in the specific consulting and negotiating skills which have proven to significantly improve the ability of experienced collections representatives to improve their bottom-line results at every stage of the collection process.

    Coaching to Maximize the Human Equation©sm  

    Management coaching can make a significant difference in the job performance of customer-contact personnel. Coaching to Maximize the Human Equation is specifically designed to enable team leaders, supervisors and managers to coach these key employees for continual  performance improvement.  Unlike other courses, which focus only on the coaching process, this program enables coaches to apply powerful behavioral analysis techniques, to objectively measure and profile individual use of job-specific communication skills over time, and to use a proven consultative process, and high-level communication and negotiation skills, to ensure measurable improvement. 

 
 
    Facilitate!©sm    

    Major Media's Facilitate! ©sm  workshop is designed for trainers, managers, team leaders, subject-matter experts, and team members who need to facilitate training sessions, meetings or focus groups. This competency-based program consists of ten, highly interactive 4-hour modules, which can be presented over a period of one to four weeks.  70% of participants' time devoted to skill practice, three of which are videotaped.  Participants demonstrate competency in: applying the principles of adult learning; managing group dynamics; using basic and advanced questioning techniques; providing verbal and nonverbal reinforcement; giving directions, giving effective feedback; and providing continuity and structure; and using visual aids.

 
    For more information on any of Major Media's Human Equation programs, click on the links below or contact your sales executive at Major Media Learning Resources.  
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