This training will focus on developing the team focus to provide customer service in a service center setting. At the end of this training,participants will understand the importance of working as a team and taking ownership of every customer interaction, with every team member knowing their value to the community.

Learning Objectives
  • Learn to achieve First Contact Resolution: Serving the customer on the first contact and resolving all issues
  • Practice working together as a team, knowing each member’s actions or in-actions can affect the whole team
  • Remind employees that behind each call is a child, a family or a person in need
  • Review and practice creating comprehensive, consistent, case comments and documentation, to avoid customers having to repeat themselves
Course Code
505939