Hold time can be a major cause of customer dissatisfaction - understand how to reduce hold time and achieve higher customer satisfaction.
Many customer service managers and representatives, account managers, credit and billing representatives, receptionist, technical and support representatives and administrative assistants are finding that hold time is becoming their enemy. They are looking for ways to reduce or eliminate hold time to increase their customer satisfaction. In this material the persons responsible for call center hold times will receive practical tips and tools on how to evaluate their environment to quickly reduce the negative effects of call holding. This topic will uncover areas and blocks that are keeping company representatives from giving exceptional customer service in a more timely way.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
How to Evaluate Your Environment
- Look at All Departments Involved
- Discover What's Slowing the Calls
- Adjusting Necessary Areas
How to Reduce Hold Time
- Staffing for Call Volume
- Right Staff Selection
- Well Trained and Empowered Representatives
How to Increase Customer Satisfaction
- Statistics on Customer Complaints
- Expanding Employees' Authority
- On-Line Services and Call Routing
Training for Representatives and Staff
- Agents Defusing or Fueling Situations
- Hands-on Training With Feedback
- Improving Call Center Environment
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on June 25, 2019.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
JJ Lauderbaugh, CMC
JJ Lauderbaugh & Associates
- Owner and president of JJ Lauderbaugh & Associates
- Practice emphasizes all aspects of customer service management and performance improvement, specializing in call centers and help desks; she has been an international keynote speaker, trainer, facilitator, author and certified management consultant (CMC) for over 25 years
- Conducts seminars and workshops on numerous customer service and management subjects across all industries
- Wrote numerous publications related to the areas of customer service management
- Certified Management Consultant (CMC), Certified Image Consultant
- Member of the National Speakers Association
- Can be contacted at 408-445-1590 or [email protected]
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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