PurposeA discrete activity, this is also one of eighteen customer and colleague care topics for experienced staff, supervisors and team leaders. Together they offer a pick and mix approach to the development of quality service in a head office, call centre or administrative function. |
BenefitsThis offers a flexible means of training in the delivery of high quality service and provides practical support, techniques and best practice - all in 20 minute bite size chunks. |
Related SolutionsBe an Invaluable Team Member 2.5.2 Be Clear about Others’ Expectations of You 2.1.2 Build Rapport on the Telephone 2.2.3 Capture Customer Feedback 2.1.4 Choose and Use Assertive Behaviour 2.4.1 Develop a Professional Telephone Manner 2.2.2 Develop a Team Working Charter 2.5.3 Handle Difficult Telephone Calls 2.2.1 Help Customers with Language Difficulties 2.4.2 How to Plan a Short Report 2.3.2 Skills to Manage Challenging Complaints 2.4.4 |
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AudienceTrainers, head office, call centre and administrative staff at supervisor, team leader or intermediate levels. |
Learning methodActive. Individual coaching, training small groups and self-study. Aligned to NVQ Levels 2 and 3 in customer service. |
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