 |
 |
Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
|
|
|
|
| SELECTED WORKSHOP DETAILS |
| Customer Service 101 |
|
How to Engage in the Interaction and Project an Empathetic Attitude
Customer Service is first and foremost about your attitude. If you are friendly, most people will reflect that friendliness back to you, right? This workshop is about recognizing how your attitude and behavior can impact the interaction and most importantly the outcome of the interaction.
 What You Will Learn:
-
Simple steps to choosing (and keeping) the right attitude throughout the workday
-
How your behaviors can be mistaken as a negative uncaring attitude, even when you are
trying to be positive
-
How to manage your emotions and expressions
-
How to recognize different emotions that can escalate the conversation
-
How to use the right words and a step-by-step process to express sincere empathy
-
How to project an image of sympathy and steadiness to others
-
How to stay focused and engaged in the interaction to ensure a positive interaction
Workshop Details
- Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new attitude and behavior skills and identify any knowledge gaps in the process.
- Maximum 25 attendees
- Audience: contact and support representatives, first-time supervisors and team leads
NOTE: Please fill out the following form completely in order to request more information about this workshop.
|
|
|
| |
 |
|
