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

Click here to view the slides

• 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