
In this webinar we looked at 10 proven ways to exceed customer expectations.
Panellists
- Gerry Brown – The Customer Lifeguard
- Nerys Corfield – Injection Consulting
- Steve McInally – Sabio
- Jonty Pearce – Call Centre Helper
Presentations
- Gerry Brown – The Customer Lifeguard
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- Nerys Corfield – Injection Consulting
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Topics discussed
- Understanding why customers are contacting you
- Creating consistency between channels
- Getting the basics right
- Setting expectations
- Under-promising and over-delivering
- Fixing broken processes
- Building empathy and rapport with the caller
- The right metrics to use
- Top tips from the audience
- Winning Tip -“#tip We have just launched a customer satisfaction survey for each department to provide feedback on the main 3 areas that we set our call standards are – Listen, Represent and Knowledge. We will then look to improve by the scores ” thanks to Jonathan9
Original Webinar date: Thursday 9th June 2016

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Read more about - Recorded Webinars, Empathy, Rapport, Sabio