Call and Time Management
Audience
This course is ideal for people who want or need to increase their overall call time management. It is designed to give control and influence around how the call can progress while still delivering excellent levels of customer service.
Objectives:
By the end of this course, delegates will be able to –
- Manage their overall call length effectively and professionally
- Identify when and how to interrupt a caller
- Identify the differences between call management and speaking over customers
Course Content
- Why call management needs managing
- The customer is always right, right?
- Speaking over the customer – when it goes bad
- Interrupting the caller – the professional way
- When to listen, when to speak
Benefits
- Improved productivity
- Better balance of call length while delivering excellent customer service
- Certificate of completion as a record of professional development