For most people dealing with customer service call centres can be a frustrating experience. This is made even worse if the customer needs to traverse through a menu of options or voice prompted system. This experience can be lengthy and extremely frustrating.
This program demonstrates the importance that at every opportunity the customer has to talk to a customer service representative, where they are greeted by a friendly, engaging and informed operator able to provide them with a positive outcome.
Using dramatised scenarios, this excellent resource looks at various aspects of delivering professional customer service, correct phone techniques, using the technology and handling conflict.