Customer Service: Exceeding Expectations
Length: One day class
Audience: New and experienced CSR's
Audience: New and experienced CSR's
This program focuses on specific communication strategies to help the customer service team to support both internal and external customers more effectively.
Topics include:
- Seeing situations through the customer's eyes
- Calming upset customers
- Listening accurately and empathetically
- Redirecting the conversation
- Negotiating and saying no
- Managing time
This workshop consists of discussions, skill-building exercises, motivational activities, and role plays. It benefits new CSR's and more experienced agents who would like to hone their skills.
