From Start to Finish: Successfully Managing a Customer Contact

Session Length: 2 hours | Target: All Employees with Customer Contact | Prerequisites: Delighting Customers, QA 101, Delighting Challenging Customers

How do you manage a customer contact from start to finish? What tools are available to assist you? Find out the answers to these and other questions! Topics include:

• What customers like and dislike about the way their calls are handled
• Lessons from our own experience calling into service providers
• Causes of the poor service levels we dislike
• What are our standards for Customer Service?
• Identifying the correct resources to successfully manage each contact: Intranet, CRM system, P&P Manuals
• Call Transfer techniques
• Troubleshooting problems and Trouble Ticketing
• Standards and methods for effective written communications with customers