Customer Service Fundamentals
The Philosophy and Importance of Customer Service
- Why do contact centers exist? The value we add to the customer and the organization.
- Qualities of a successful customer service agent (patience, tact, flexibility).
Basic Call Flow Protocol
- Professional opening greeting.
- Secure customer identity verification.
- Effective listening and identifying customer needs.
- Professional summarization and call closing.
Managing Time and Call Quality (AHT vs. FCR)
- Balancing Average Handle Time (AHT) and First Call Resolution (FCR) rate.
- Strategies for politely controlling the call flow.
Dealing with Pressure and Burnout
- Simple techniques for managing stress during a shift.
- The importance of breaks and how