Customer Call Handling

With today’s world moving towards a more technical method, more and more customers are expecting to be dealt with over the phone and/or internet based solutions, such as webchat facilities. This can be quite difficult as we aren’t able to see the customer and makes it difficult to read their body language to guide us on their emotions. This course will explore ways to provide a level of service that a customer expect. We will also explore ways to reactive service into proactive experience. We will look at the main reason why customers make complaints, and how best to handle them when one does arise. Finally, we will discover how to structure your call appropriately, guide the customer through the call and use positive language to create that lasting impressing that we all drive for.

-Review and understand best practices of handling customer calls-Build confidence to manage difficult circumstances with customers -Develop theoretical knowledge and practical skills to handle calls