Welcome

Welcome

Trainer Brief

Open the session with energy and clarity. The Welcome sets the tone for the entire training — agents should feel this is a premium programme that takes them, and the IQOS brand, seriously. Frame today's goal in one sentence: every call is a chance to either build or break trust.

Talking Points

  • ·Introduce yourself, the brand, and why soft skills matter on this account.
  • ·State the outcome: by the end, every agent can run an inbound or outbound call confidently.
  • ·Acknowledge the mix of inbound and outbound experience in the room.
  • ·Set expectations: phones away, cameras on, this is interactive — not a lecture.
  • ·Remind them: they are the voice of IQOS to the consumer.

Tips & Tricks

  • →Stand up and project. Your energy in the first 60 seconds dictates engagement for the whole session.
  • →Pause after the title slide. Let it land before you start talking.
  • →Use the agents' names from the start — it signals this is a conversation, not a broadcast.

Watch Out For

  • !Don't rush into product content. If you skip the why, the rest feels like a checklist.
  • !Avoid corporate jargon (alignment, synergies, KPIs). Speak like a coach.

Engagement Activity

Quick round-the-room: each agent shares one word that describes a great customer experience they've had recently. Capture them on a flipchart — refer back to these words throughout the day.