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Product ID: 408895EAU
 
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Preparing Your Customer Service Team for Multiple Calls and Customers

OnDemand Webinar (63 minutes)

Implement various techniques and solutions that will create a more successful interaction with team members and customers.When the global pandemic was declared in March of 2020, companies all over the world felt pressured to adapt to a new business environment. Service departments experienced a surge of customers demanding solutions. A surge in customer service means a surge in call volume, and when call volume is high, wait times increase, and customer satisfaction falls. However, despite the drastic changing world, even post-COVID-19 surges in customer service and high call volumes are not anything new or unordinary. This topic will prepare you with concepts that will provide a proactive plan to be put into place. There are various techniques and solutions that will create a more successful interaction with team members and customers, which not only helps the end-user, customer, or client, it is better for your teams, and their overall outlook, stress levels, and engagement for positive outcomes.

Authors

Irma Vargas, V1H Consulting

Agenda

Overall Management

• Scheduling the Team Effectively

• Provide Self-Service Resources

• Offer a Callback Service

Improving Customer Experience

• Minimize Hold Time

• Virtual Phone Systems

• Automated Receptionist

Customer Service Logistics

• Workspace Considerations

• Update Equipment (Headsets and Earpieces)

• Phone System Tools

Customer Service Execution

• Answer Quickly and Listen

• Summarize the Call

• Have a Follow-up Procedure