Training Kits Available for the Following Topics: Telephone Skills Call Control Skills Complaint Handling How to Handle Difficult Customers All training kits include: Reproducible comprehensive participant workbook that drives home key points and serves as a […]
I just wrapped up a module for a client’s eLearning project and I’m pretty excited about the project so far. Can your company benefit from our eLeaning solutions? Our eLearning solutions feature: Full webinar digital […]
I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.
She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.
I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.
We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.
After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.