Follow-up and customer service management

Descrizione del corso

Objectives: • Describing the best practices for a modern customer service, focusing on the follow-up calls • Developing the necessary competences and motivate participants to implement the procedures • Teaching how to manage a customer service Audience : Those who work in customer service structures and wish to analyze how to handle phone calls, connecting individual skills to the implementation of procedures

Programma

The professionalism of a customer service
• Handling the information
• Individual soft skills
• Hard skills with organizational impact
• Communication among business departments
• After-call work
• Reports

The call escalation
• Typologies of escalation:
• competence-related
• time-related
• urgency-related
• The extra-corporate escalation
• The two-way communication in a system of complex escalation

The recall
• The call ownership; codes, acronyms and internal recall
• Identification and communication
• The handover
• Sharing information
• Psychological aspects: inactivity, lack of motivation, lack of empathy

The closing
• Partial and full agreements
• The summary
• The survey
• Closing the cases
• Managing information about complaints
• Problem solving