Recorded Webinar: 10 Ways to Exceed Your Customers’ 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
webinars slides: 10-Ways-to-Exceed-Your-Customers-Expectations by Gerry Brown

Click here to view the slides

  • Nerys Corfield  – Injection Consulting
Call Centre Helper webinar slides, 10 ways to exceed your customers expectations by Nerys Corfield

Click here to view the slides

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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