Promoting Self Service Channels
Give staff the confidence to promote self-service to your customers
What client questions will it answer?
How can my staff to help increase use of self service?
How can I improve my staff's understanding of the benefits of self service?
Who will benefit from it?
Customer facing staff
Format and Topics
This half-day program is aimed at equipping front line staff, particularly contact centre agents, with the knowledge and skills to effectively promote self-service channels. Topics include:
Investing the customer's ability to access self-service tools.
Discovering the customer's propensity to utilise self service.
Educating the customer on how to use self-service online or over the phone.
Promoting the benefits of self-service, including 24/7 access, no wait times and simplicity.
As a result of this, attendees will have the ability to promote self-service channels and educate customers on how to use them.