Project Description
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.”
Get Social
Facebook
Twitter
LinkedIn