Customer service in a call centre
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
Over recent years, organisations have placed increasing emphasis on customer service as a means of gaining competitive advantage. Who could have imagined 15 years ago that organisations such as Daewoo would enter the British car market offering products direct to the customer on a proposition of value and quality service; or that companies such as First Direct would fundamentally change the traditional way customers do business with their bank by offering friendly, efficient 24-hour service, 365 days of the year? This training activity aims to help you to create a customer-focused call centre by identifying why customer service is important and providing an opportunity to develop more customer-focused call-handling techniques.
This training activity contains two exercises: the first is to determine the value of customers and staff perception of them; the second looks at organisations that are renowned for their customer service provision. Throughout the training activity, participants are involved in group and individual exercises and your role, as trainer, is to facilitate discussions and exercises to ensure transfer of learning.
Who is it for: This training activity is intended for use by trainers to help participants build a more customer-focused call centre. Call centre agents will consider what customers want and what they need to do to ensure that the organisation delivers the level of serv
- Themes:
- Planning,
- Customer service,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 18 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers with all members of call centre staff. It enables experienced participants to review their present performance and more recently appointed staff to understand what they can do to improve the customer service within the call centre.
Download the training activity, Customer service in a call centre as featured in the Fenman training manual; Call Centres: Maximising Performance