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
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