Effective Questioning for Call Handlers

Jamie Murdoch, UEA (University of East Anglia)

Learn the importance of effective questioning for call handlers

How an organisation handles phone calls can have a direct impact on its success - a badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety.

On this course you will learn to evaluate how call handlers ask questions over the phone. You will examine the consequences of asking questions in different ways and consider how this affects call outcomes. You will also examine the role of technology in call handler-caller communication and how software design can support service delivery over the telephone.

This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls.

会期:
  • 2019年9月30日
  • 2019年7月15日
  • 2019年4月29日
  • 2019年2月11日
  • 2018年11月26日
  • 2018年9月10日
  • 2018年6月25日
  • 2018年4月09日
  • 2018年1月22日
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  • 语言: 英语 Gb

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