Workshop Objective:

The intent of this workshop is to create uniformity and agreement on what constitutes a successful customer interaction. Participants explore techniques and models to use in order to engage effectively with members

Call Centre Telephone Skills Training Outcomes:

At the completion of this program, the participants will be able to:

  • 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

No. of Sessions:
2 x ½ day sessions
Maximum number of participants:
12-14
Who should attend:
Customer Service Officers; Frontline staff