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Seb Anthony

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Diagnostic Tool for Contact Centre Agents


I am working with a client developing Customer Service Agents. We have already run a 1-day workshop around role of Customer Service Agents; communication and where it goes wrong; call handling; factors of voice; upselling; handling objections; questioning skills; listening skills. We would like to do a follow-up half day in a few weeks time around progress on action plans, rapport building, style matching and handling more challenging customers.

The client is keen to use a diagnostic questionnaire around behaviours that helps put a mirror up to the Call Handler. I have looked at Management Learning Resources: 'Influencing Strategies and Styles' and LPT Productions: 'Personal Behaviour Profile', however I am keen to look at others. Any further suggestions please?
Happy Days!
bryan edwards


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