Support call handlers to give the best service to their customers using a variety of techniques. You’ll learn how to listen effectively to calls, give feedback, coach in the moment and make recommendations for development.
Handling queries and complaints or upset or angry clients and family members can be a challenge. Explore steps for doing this effectively, taking a solution-focussed approach and opportunities to take learning from experiences.
It’s not enough to share numbers and figures. Through practical examples find ways of translating data into intelligence and providing insightful commentary.
Providing the right care means really understanding what a client wants and needs. Practical exploration of empathy mapping, questioning and listening and a step-by-step process for summarising, clarifying and matching needs.
Many platforms and technology offer opportunities for monitoring individual or team effectiveness against specific measures. Consider the opportunities for the data you have to provide insight to inform decisions and strategies.