Staff Development Workshop
Improving conflict resolution and call handling techniques
What client questions will it answer?
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How can you effectively manage customer and complaints?
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What can you do to handle common stressful situations?
Topics
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Recap of the role of the contact centre
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Your role in CX
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Understanding customer expectations
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Customer centric call flow model - tone, manner, approach
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How to handle some common objectives and stressful situations
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How to manage customer and complaints
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Good practices for creating more positive lasting impressions
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Customers and personas