Program Overview : 

• This program focuses on helping our Customer Care Representatives look at the bigger picture. The learners are expected to discover how customer experience is not only limited to just iSON or call center role or a short term assignment with particular client he/she is aligned with. It is much bigger and the scope is immense.
• Expertise/specialization in Customer Experience can open multiple doors/career opportunities for their future.
• CCRs discover how their current performance is directly linked to their future goals. This realization is critical for them to develop intrinsic motivation to provide excellent Customer Experience, FCR, AHT, Communication Skills and this is the foundation of the program.
• The program helps learner introspect and think more on the lines of where their career is heading and how they can maximize from their present job role to prepare them to meet whatever their future professional/personal goals are.
• With the above points as the main approach, the workshop covers two basic yet critical elements 1) “How to shift from Customer Service to Customer Experience” and 2)“Finding Your True Voice” that can connect with customers/people/influence others.
• Duration : 6 hours