Handling a disgruntled customer is not an easy job. Unfortunately, the employees at call centers have to do this job multiple times a day and until they develop expertise in this area, they remain vulnerable to negative experiences that may impact their morale as well as motivation levels. Bad words spread faster than good words. An angry customer is more likely to share his experiences with a bigger audience compared to a happy customer who may probably discuss about his experience with a small group of four or five people. Hence, call center executives need to make sure that they end every call with a happy note.
The cost to acquire a new customer is six or seven times more than the cost to retain a returning customer. So you may always want to go that extra mile to keep your existing customers happy and to make them speak for you.
Publish Date: January 6, 2017 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
|Why You Need a Dental Answering Service||November 12, 2019 5:00 AM|
|Real Estate Answering Service||September 17, 2019 5:00 AM|
|How An Answering Service Can Grow Your Business in 2019||January 31, 2019 5:00 AM|
|5 Examples of Good Customer Service and What Lessons Can Be Learned||June 11, 2018 5:00 AM|
|What is Exceptional Customer Service||April 20, 2018 5:00 AM|
|Forwarding Phone Lines||October 2, 2017 5:00 AM|
|Benefits of A Live Answering Service||May 24, 2017 5:00 AM|
|Tips To Handle A Difficult Caller||January 6, 2017 5:00 AM|
|Top Ways To Make Cold Calls Work||December 9, 2016 5:00 AM|
|Creating Customer Delight, Developing Strong Relationships||October 28, 2016 5:00 AM|