The Customer Connection
Contact Centre Edition
Looks at areas such as call structure, positive language, taking ownership of issues and what makes “World Class” Customer Service.
Takes a proactive approach to how a call is structured which means that the customer is asked for all the information required to carry out the transaction up front, in the right order. The result is a customer experience where the adviser actively listens, takes ownership of the issue, offers a positive outcome and ensures the customer understands and is satisfied with the outcome before the call is closed.
This programme also means that providing great customer service starts to become competitive, with rewards in the form of more positive feedback from customers.
This programme also includes advisers working with team leaders to constructively review live calls and recordings of individual transactions and provides side by side coaching with advisers. This feedback allows advisers to develop their call handling skills on a one-to-one basis with their team leader, ensuring consistency, quality and personal challenge and development.