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Client

Diamond Solutions, Inc. has a 90-employee call center contract that serves as the primary point of contact for 500,000 military personnel requiring health care.

Challenge:

Due to high volume, the call center representatives have very high expectations on performance metrics.  They are expected to complete a call quickly while maintaining a professional and empathetic demeanor.  When customers cannot get an appointment with the requested health provider on a specific date, emotions can run high.  Continued development and nurturing of CA²RE skills are required to maintain this customer care team’s culture of customer service excellence.

Solution:

Training Workshop
Putting CA²RE into Customer Service© with annual subscription to “Quick CA²RE” lessons

Learning objectives:
•    Tools to increase empathy toward difficult clients
•    Connect in the Call Cycle
•    The CALM© Method
•    Tool to handle worst case scenarios

Testimonials from customer care representatives at this workshop:
“Excellent speaker and analogies”

“I have always had problems with angry customers, so this has given me a way to deal with them.”

“The information received today will help me every day.”