Customer Service Success
Capture a bigger share of your market by delivering great customer service that will drive loyalty and set you apart from the competition. In today’s competitive marketplace, customer service is king and outweighs price, location and product when it comes to building loyalty. In this course, you will learn the 7 skills that are most important when it comes to satisfying customers.
Call Center Training: Escalating Issues
When you're handling customer issues, you always want to be able to solve it yourself. This is what's known as First Call Resolution, or FCR, and it's what every call center hopes will happen. But sometimes there are problems that are too complex, customers who are too demanding, or issues that are outside your scope. In those cases, you may need to escalate the issue. In this program, we'll talk about what that means. We'll go over some common reasons to escalate a call, and we'll also cover how it should be done.
Customer Service Essentials
Part of the Customer Services Fundamentals range of courses brought to you by Engage in Learning.
Discover how to adopt a positive attitude and fix the problem sensitively by following a systematic process. Learn how to avoid the pitfalls that delay resolution and how to look for the opportunities to create customer loyalty and turn complaints into compliments.