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 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 How to Write an Apologetic Letter 2.3.4 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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