Increase customer service satisfaction while maintaining a balance of pride and effectiveness.
When the global pandemic was declared in March of 2020, companies all over the world felt pressured to adapt to a new business environment. Service departments experienced a surge of customers demanding solutions. A surge in customer service means a surge in call volume and when call volume is high, wait times increase and customer satisfaction falls. However, despite the drastic changing world, even post-COVID-19 surges in customer service and high call volumes are not anything new or unordinary.
This material will prepare the customer service agent with concepts that will provide actionable steps to increase customer service satisfaction while maintaining a balance of pride and effectiveness for the agent. There are various techniques and solutions that will create a more successful interaction with the team members and customers which provide the customer or client; and teams with a healthier overall outlook, decreasing stress levels, and increasing engagement for positive outcomes.
Agenda
Faculty
Irma Vargas
V1H Consulting
- 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
- Coaches leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
- Organizations include CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, New Grace Community Church
- M.P.A. Degree, California State University, Northridge, The Tseng College; B.A. Degree in English, Whittier College
- 34 Strong Certified StrengthsFinder™ Coach
- Can be contacted at [email protected] or https://twitter.com/V1Hcoach
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