Recorded Webinar – 5 Great Ways to Personalise Your Customer Service

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

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

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  • Dylan Power, eir

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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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This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

Click here to view the replay.