Recorded Webinar: 5 Great Ways to Personalise Your Customer Service

In this Webinar we explored how you can personalise customer service to the individual.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Oliver Lennon, Genesys SpeechStorm

• Dylan Power, eir

Topics to be discussed 

• Identifying an individual
• Routing called based on the caller’s telephone number
• The right ways to address a caller
• Remember me – a key way to personalise
• The most important business rules to personalise service
• Segmentation of customers
• Self-service and agent assist
• Adding personal touches to every interaction
• Delivering a personalised service
• Top tips from the audience
• Winning tip – “In my team – whenever a direct guest makes a booking the agent takes time off the phone and writes (by hand) a postcard which thanks them, highlights something to look out for on the tour and also signed off by the agent they dealt with :-)” thanks to David64.

Original Webinar date: Thursday 17th November 2016