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?​

• Half-day workshop

 

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:

• 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.