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Learning Objectives
Understand the impact of customer effort on loyalty and the importance of First Contact Resolution (FCR)
Learn what it means to demonstrate ownership under different circumstances
Course Overview
This course explores the importance of taking ownership of a customer's issue or problem in a customer service environment. Participants will learn how accountability enhances customer trust and satisfaction. The curriculum covers strategies for providing options when solutions are not straightforward, and methods for communicating clearly and empathetically. The course emphasizes the value of a proactive approach, empowering customer service professionals to resolve issues efficiently and build lasting customer relationships.
All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries. Ask about our customized courses for your industry.
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