The Power of One:
Maximizing Service and Customer Relationships
Sept 4, 2008
Each individual on the frontline can make a tremendous difference in a customer’s experience with our 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. In addition to the actual customer transaction, every person in the call center also contributes in a significant way to the speed of answer, staff productivity, and operational costs. In this session, you’ll also learn the impact that just one person can have on service, as well as the workload impact on 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.
• Quantify the speed of answer implications of missing staff.
• Quantify the workload and occupancy implications of plus/minus one person.
9/4/2008 11:00 AM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each