Promoting Self Service Channels
Give staff the confidence to promote self service to your customers
What client questions will it answer?
How can I get 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?
Front line staff
What is the format?
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.
investigating 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 the simplicity and convenience of the customer being able to manage their own account.
As a result of this course, attendees will have the ability to promote self service channels and educate customers on how to use them.