Recorded Webinar: 5 Great Ways to Personalise Your Customer Service


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Oliver Lennon, Genesys SpeechStorm
Webinar Slides: 5 Great Ways to Personalise Your Customer Service by Oliver Lennon

Click here to view the slides

  • Dylan Power, eir
Webinar Slides: 5 Great Ways to Personalise Your Customer Service by Dylan Power

Click here to view the slides

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







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