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Aligning Agent Behaviors with Caller Types

Overview/Description Successful customer service agents know how to recognize the tone of a caller and adapt to it. This Business Impact explores three of the more common caller types and outlines workable coping techniques. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Agent Behaviors with Caller Types

Aligning Performance to Key Indicators

Overview/Description Call centers must deliver solid customer service and still meet departmental objectives. This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Performance to Key Indicators

Communication Skills

Overview/Description Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It...

Conflict, Stress, and Time Management

Overview/Description Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course...

Converting a Call Center to a Profit Center

Overview/Description This Business Impact explores how a call center can play a vital role in the financial success of a company, generating revenue to sustain itself and drive future business. Expected Duration (hours) 0.1 Lesson ObjectivesConverting a Call Center to a Profit Center

Creating a Customer-focused Organization

Overview/Description This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external. Target Audience Mid- to upper-level managers and executives; all high potentials and fast trackers, including individual contributors. Expected Duration (hours) 0.2 Lesson ObjectivesCreating a Customer-focused Organization

Creating an Effective On-hold Message

Overview/Description Ineffective on-hold messages can frustrate and alienate customer callers. This impact explains how to create an effective on-hold message. Expected Duration (hours) 0.1 Lesson ObjectivesCreating an Effective On-hold Message

Creating and Sustaining a Customer-focused Organization

Overview/Description To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and...

Customer Advocacy: Communicating to Build Trusting Customer Relationships

Overview/Description Customer advocacy is an approach to customer management that seeks to generate exceptional value for customers by focusing on their success. At a time when customers have more power than ever, customer advocacy can be an effective way of building long-lasting customer relationships. Advocates keep the best interests of the customer in mind – even if it means recommending competitors' products or services. This builds trust in the advocate organization. To be successful at customer advocacy, however, an organization needs an in-depth, ongoing understanding of what...

Customer Advocacy: Enhancing the Customer Experience

Overview/Description Providing customers with a valuable experience each time they interact with your organization is a hallmark of effective customer advocacy. But many customer experiences are forgettable because nothing particularly important happens. So how can organizations turn these experiences into something more than they are – into experiences that create an emotional connection with the customer and deliver the unexpected? This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting...

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