The Difference One Agent Can Make
Each individual on the frontline can make a tremendous difference in a customer’s experience with your organization, ultimately resulting in customer satisfaction and retention, increased market share, and positive impact on the bottom line. In this session you will learn to identify opportunities to make a difference and quantify the impact any given transaction might have. Students will hear how one person can make the difference in a customer relationship as well as make an impact in the overall operation of the center and impact the other members of the team.
Seminar attendees will learn to:
- Identify the impact each individual can have on customer satisfaction.
- Calculate the long-term value of a customer interaction.
- Identify opportunities where added effort can make the biggest difference.
- Identify the top five most significant areas that can affect the customer’s perception of service.
- Quantify the workload and occupancy implications of plus/minus one person.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the nine core sessions in the Frontline Fundamentals Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.