- Explain the skills required to summarise
a call effectively
- List the steps involved in summarising
a call
- Describe the best approach to each
of the 4 behavioural styles
- Demonstrate summarising effectively
- Start the design of a personal
development action plan
- Workshop Introduction & aims
- What is a summary
- Different ways of summarising
- A structure for summarising the call
- Leaving on a positive note
- Summarising a call, exercise & review
- Personal development planning
- Promotes a quality service
- Ensures customer satisfaction
- Reduces complaints
- Increases confidence & motivation
- Increases 1st call resolution
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