Going that “extra mile” for customers can impact customer relationships. Understanding how just one single agent can have a direct, positive impact within a contact center can both inspire and empower!
Agents are the voice of the company they represent. Powerful vocal techniques can improve communication skills and help telephone agents become better communicators.
From best practises for opening and closing a call, to hold and transfer techniques and etiquette, a positive outcome on every single call is essential.
The power of language is amplified during telephone interactions. This course highlights how to transform negative phrases into positive alternatives, and provides clear guidelines on how to positively say “no” to customers.
Customer personalities can be very wide-ranging. From talkative to irate, established call handling techniques enable agents to transform an initially negative situation into a positive customer experience.
Hostile call scenarios are no surprise in most centers. Recognition and prevention is much more effective than an apparent disregard for the customer. This course focuses on using established techniques to handle angry or abusive customer situations.