Managing Difficult Customers

Managing Difficult Customers Who should attend Agents Team Leads What you will learn Three types of difficult customers and guidelines for handling each type. How listening, asking good questions, empathizing, apologizing, controlling the call, and providing the...

Managing Customer Contacts with Quality

Managing Customer Contacts with Quality Who should attend Agents Team Leads What you will learn How positive language impacts the customer and using words that contribute to a better customer experience. How to express empathy to apologize effectively when required....

Call Center Sales and Service

Call Center Sales and Service Who should attend Agents Team Leaders What you will learn Building relationships How to maximize your inbound customer sales through Understanding buying psychology Using questions effectively to meet goals and control the call Overcoming...

Agent’s Role in Call Centers

Agent’s Role in Call Centers Who should attend Agents Team Leaders What you will learn An overview of the call center from the viewpoints of the customer, the company and the agent Basics of the three call center driving forces and the agent implications of the...