It Starts at the Top

Create an Open Culture

Understand Goals

Understand Agents’ Responsibilities

Identify Education Opportunities

Peer Training

Top Performing Employees

Discuss Role With Company

Critique Previously Recorded Calls

Cross Training

How to Build Rapport

Smile in Your Voice

Engage in Small Talk

Listen, Acknowledge, and Empathize

Be Yourself

Learn to Listen

Allow Customer to Talk

Avoid Judgment

Take Notes

Recap the Call

Manners Matter- Etiquette & Customer Service (I)

Scripting

Dead Air

Tone & Inflection

Saying it the Right

Manners Matter- Etiquette & Customer Service (II)

“Reading” Your Customers

Properly Transferring Calls

Going the Extra Mile

Limit Information

Handling Difficult Customers

Keep Calm

Listen, Repeat, and Apologize

Avoid Placing Blame

Solve the Problem

Getting the Necessary Information

Have a Checklist

Linear Thinking

Open-Ended Questions

Close-Ended Questions

Performance Evaluations

Consistent Service

Abandoned Calls

Speed of the Answer

Length of Call

Training Doesn’t Stop

Evaluate Progress

Get Feedback on Training

Kudos to Deserving Employees

Have Monthly Meetings