Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits
This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcome the common misperception that empathetic agents are giving away the farm.
• Taking a different approach to quality and embracing it with your culture• Implementing a three pronged approach to recruitment – getting the "right" individuals,determining their fit in your company, strengthening their will to succeed• Onboarding, coaching and reinforcing strong behavior• Realizing bottom line results including: higher job satisfaction, improved customerretention and satisfaction, decrease in customer churn and increase in word of mouth
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