Rationale:
Contact Centres are a growth industry here in New Zealand, and indeed around the world.
Your ability to relate to your customers, both internal and external is directly tied to
your ability to move forward in these organisations, and succeed in ways that were never
dreamed of even 5 years ago. With the ideas generated on this course, and tools that you
already have, success is near at hand for you.
One of the key ingredients for success in a competitive Contact Centre environment is
the ability to provide great internal and external customer service. Customer service is
at the heart of growth and potential of every organisation. The extent to which customers
choose to use your products and services is directly related to the level of satisfaction
they experience and service they receive.
This course is specifically designed to ensure that all those who deal with customers
in a Contact Centre environment have the skills to provide the solutions your customers
want and need in a way that exceeds the organisational KPI’s which have been established.
Who Will Benefit?
People who are involved in direct customer interaction. For example everyone from Customer
Services Representatives, through to Team Leaders and Direct Managers who take escalated
calls.
What are the Key Learning Outcomes?
During this course participants will gain an understanding of customer service and why
it is important for the success of any organisation. It covers the appropriate attitude
and disciplines required. Participants will learn how to implement competencies needed
for effective customer service that exceeds the expectations of customers.
What is the Duration?
In-house: One or Two Day
Open-schedule: One day (When listed on our open-schedule calendar)
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this Course | Not Open-schedule | Go
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