Create uniformity and agreement for your Customer service officers and frontline staff on what a successful customer phone interaction looks like.

Over 2 half-day sessions, we will explore techniques and models to engage effectively:

  • Be clear about the necessary skills and desired behaviours of a customer service officer
  • Have an agreed set of phone and face to face behaviours when dealing with customers
  • Have uniformity in their understanding of what constitutes a successful interaction with a customer
  • Confidently and successfully manage calls to a successful conclusion