The telephone is recognised as the most important tool for delivering customer service in today's competitive Telecoms market place. However meeting the modern customer's ever-increasing expectations for care and keeping them loyal places heavy demands on the customer service capabilities of front line agents. The attitudes, skills and knowledge of agents represent both the competence of the company and its image to customers.
This interactive workshop covers the fundamental skills and behaviours of advanced customer service and the telephone skills that are needed to deliver first class customer care. The course identifies telephone skills and positive behaviours needed to confidently manage the customer's needs and anxieties. It will encourage agents to embrace high standards for service and performance and give them the tools to carry them through.
The learning will directly address the motivations and confidence issues that lead to low performance and will empower and inspire agents to perform at a consistently high level. The training is delivered in a very enthusiastic and motivational environment and is led by a telephone customer service specialist with over 15 years experience in the industry.
None Required.
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