Telephone Customer Excellence Self-Learning Guide
A detailed guide to best practice in telephone customer service.
The Telephone Customer Service Excellence Self-Learning Guide is perfect for call and contact centre agents and for anyone who regularly speaks to customers on the telephone.
The aim of the guide is to introduce you to best practice, proven approaches for helping and serving customers on the telephone.
Core areas of focus are:
- The role and importance of a professional approach
- Understanding Customers
- A process for success (Engage – Elicit – Execute)
- Mind-set and hard work
The Telephone Customer Service Excellence Self-Learning Guide includes detailed descriptions and explanations of best practice models and theories, along with areas where you can make notes, record your thoughts, plan your approach and have a go at activities.
Please note this is a resource in Coachical.