Objectives

• 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

Content

• 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

Benefits

• Promotes a quality service
• Ensures customer satisfaction
• Reduces complaints
• Increases confidence & motivation
• Increases 1st call resolution