From Start to Finish: Successfully Managing a Customer Contact

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

Latest Leadership Posts

Apr
25

Spring Cleaning How You Appear in Searches Continue Reading

Feb
14

Eight Essential Skills Every First Time Supervisor Needs – Part 2 Continue Reading

Jan
31

Eight Essential Skills Every First-Time Supervisor Needs – Part 1 Continue Reading

Jan
03

New Year’s Resolution: I Will Negotiate a Compensation Increase in 2023! Continue Reading

Dec
20

Leadership Secrets: The Goldilocks Principles Continue Reading

Nov
22

Turning Gatekeepers Into Allies Continue Reading