Topic: Customer Service
Skill Based Pay
Process for De-escalating a situation with a hostile client.
Quality Standards
Gemba is used to describe visualizing and observing how work is done at the level of the worker. Assess the current state of work, without interruption or suggestion. After the process is complete, a Coaching conversation can take place, to identify strengths and also allow self-reflection of obstacles that workers encounter so that solutions can […]
Document Link to PDF AFS Support Staff Quest Guide
Phone Strategies
We’ve all heard the statements, ‘silence can be deafening’ and ‘silence speaks louder than words.’ This is even more evident while on a phone call. Think about the times you’ve been placed on hold and how it made you feel. Did your level of agitation or frustration increase the longer you were on hold? Now […]
Can you show compassion to a caller?
We most likely speak to clients and/or co-workers on the phone every day we come to work. It’s hard enough to try and decipher what’s going on in someone’s personal life when face-to-face, let alone over the phone. Yet our first instinct is to get irritated if we feel the person on the other side […]