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Agent Development Program

Agent Development Program course tagline
Course Description

This comprehensive training program is designed to build a complete foundation of customer service and contact management skills for call center agents. The program consists of three modules :

  • Customer Management Basics
  • Handling Difficult Customers
  • Sales Skills Essentials

These modules form a curriculum that gives agents the start-to-finish skills they need to operate at peak efficiency. The self-paced, online platform the program is hosted on provides a level of flexibility and hands-on interactivity that is perfectly suited for agent education.


Sign up for free access to the first module of ICMI's online Agent Development Program.

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Course Outline

Module 1: Customer Management Basics

  • Asking Effective Questions
  • Active Listening
  • Building Rapport with Customers
  • Using Your Voice
  • Expressing Empathy

Module 2: Handling Difficult Customers

  • Avoiding Escalations
  • Managing Stress
  • Controlling the Call
  • Choosing Your Words
  • Managing Difficult Customers

Module 3: Sales Skills Essentials

  • Developing a Selling Attitude
  • Building Product Knowledge for Sales
  • Presenting for Sales
  • Understanding People and Buying
  • Selling, Step-by-Step

What You Will Learn

  • Asking questions effectively to enhance the customer experience and advance the purpose of the call.
  • Using listening skills to handle calls expertly.
  • Building rapport with customers to ease customer interactions.
  • Using your voice qualities most effectively on a call
  • Guidelines for speaking clearly
  • What empathy is, how to develop it, and how to use it effectively
  • The most common reasons for escalations and how to avoid them
  • Signs of customer stress and how to defuse that stress
  • Common myths about stress and how to handle your own stress
  • What call control is about and how to achieve it
  • The impact of words and how to make good word choices
  • The three types of difficult customers and tips for dealing with each
  • Techniques that help with difficult customers
  • The keys to establishing and maintaining a positive sales attitude
  • The importance of product knowledge and tips for building your product knowledge
  • Presentation techniques that help make the sale
  • Why people buy and how to use that information in making the sale
  • A step-by-step process for handling sales contacts



6.5 hours

Price Chart:

# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing


Bulk Pricing Form

To purchase a course for 5+ students, please complete the form below:

If you have questions about this course, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

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Online Training

Online, On demand training. Learn More >>
For purchases of 5+ students, please complete the bulk order form.

For purchases of 1-5 students: