Customized Training Solutions

Knowing what to do is important. For SPi Global, however, doing smart and innovative things in a sustainable way is much more valuable. SPi CLASS helps people and organizations to do both. Knowing and doing go hand in hand. It is the confluence of theory and practice that leads to breakthroughs.

SPi CLASS refers to SPi Global’s Customized Learning and Sustainable Solutions. It is an end-to-end learning solution that seeks to transform an organization to meet employee, customer, and business objectives.

With a combined 50 years of customer service experience and skills in customer service, we know what works and what doesn’t work in providing a world-class customer service experience for our clients and their own customers. We have experience in serving 20 different industries, including banking and finance, telecommunications, entertainment, healthcare, travel, retail, utilities, and quick service restaurants, to name a few.

With SPi CLASS, we focus on building end-to-end partnerships with clients to develop training modules and programs that fit their unique needs. This may require a thorough training needs analysis to review current performance, previous training delivered, observation of staff, and skill evaluation.

We design measures and standards to evaluate performance during classroom training and post implementation through quality audits. We don’t stop there. We also work with clients to design balanced scorecard and performance management guidelines.

We never stop until we see the results that transform an organization. And we never stop until clients learn how to sustain these wonderful results indefinitely.

The SPi CLASS covers the following:

Manage Yourself

• Pitch Your Presentation. Engage your audience and get your message across quicker and clearer by understanding the basics of presentation design and delivery.
• Make Meetings Work. Learn the basics of conducting phone conferences and how to improve your face-to-face meeting management skills through negotiation techniques, body language and participant management.
• Neutralize your Accent. Increase your confidence by reviewing the sounds that you struggle with and practice your high frequency words with a trainer.
• Softening the Message. See grammar at work and how choosing the best words for written correspondences can vary the tone and outcome of each email.
• You are Your Best Visual. Know the importance of personal and professional image through body language, manners, small talk, clothing, and even hair and make-up.

Manage Others

• Developing and Leading the Team. Use numbers and words when coaching and delivering feedback. Identify your positive and negative outliers, true root causes, and structure your feedback to drive performance.
• Coaching and Feedback. Become someone’s hero by working together to create feedback conversations that underpin learning, build relationships, and engage motivation.
• Conflict Management and Negotiation. Learn about the sources of conflict, conflict types, and how to manage conflict while working collaboratively toward a win-win resolution.

Manage Performance

• Problem Solving and Decision Making. We enable participants to manage their tasks well by thoroughly analyzing situations and coming up with the most effective solutions.
• Customer Service Experience Good | Great Program. We help participants define and understand what is good and what is great, showing how the concept of "good" can be the enemy of "great." To ground the learning, these concepts are tied into the company's scorecard.
• Service Excellence at Work. We help participants to embrace a customer-focused mindset, develop a service attitude, and appreciate service responsibilities to act on them to deliver customer delight.
• Scoring your Skill. We teach participants how they will be rated where they put the soft skills they have acquired throughout the training. We take meticulous care in making sure that participants actually apply what they have learned. On-site coaching is part of this.

Trainer Tools

• Training Cycle. Become a skill surgeon and be able to diagnose the learning gaps and needs of your team. Become a learning designer and build materials that ensure the transfer of knowledge. Become a lead presenter to facilitate learning and set the stage for greatness in the classroom. Become an impact analyst with tools and techniques on how to measure training success.

With SPi CLASS, we help you breach persistent problems and take advantage of valuable insights to achieve transformative breakthroughs. With our Customized Learning And Sustainable Solutions, we go beyond the classroom, and into a world of possibilities for your organization.

For more information on how SPi CLASS can help your organization, contact us at [email protected].