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Course
Aim: To
enable participants to significantly improve
the quality of customer service they provide
in a contact centre context
Objectives: Participants will learn how to:
- Provide high quality customer service consistently
- Give a position impression of their organisation to customers
- Develop positive relationships with customer on the telephone
- Respond effectively to diverse groups of customers
- Remain resourceful when working under pressure
- Deal effectively with difficult situations on the telephone
- Repond appropriately to abusive or threatening language
- Recover from distressing incidents with customers
Length: Two days together, one day one month later
Size: Up to twelve participants
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