Lorman offers professional resources regarding COVID-19 and the 2020 Election

Live Webinar

60-minute live streaming program
  • August 26
  • 1:00 - 2:00 pm EST

Handling Multiple Calls and Customers With Ease

August 26

Increase customer service satisfaction while maintaining a balance of pride and effectiveness.

When the global pandemic was declared in March of 2020, companies all over the world felt pressured to adapt to a new business environment. Service departments experienced a surge of customers demanding solutions. A surge in customer service means a surge in call volume and when call volume is high, wait times increase and customer satisfaction falls. However, despite the drastic changing world, even post-COVID-19 surges in customer service and high call volumes are not anything new or unordinary.

This material will prepare the customer service agent with concepts that will provide actionable steps to increase customer service satisfaction while maintaining a balance of pride and effectiveness for the agent. There are various techniques and solutions that will create a more successful interaction with the team members and customers which provide the customer or client; and teams with a healthier overall outlook, decreasing stress levels, and increasing engagement for positive outcomes.

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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Understand Your Role
  • What Is the Company Mission?
  • What Are Your Internal and External Resources?
  • Best Practices in Customer Service
Improving Customer Experience
  • Minimize Hold Time
  • Using Resources Effectively
  • Create an Effective Customer Contact Template
Customer Service - Internal
  • Who Are Internal Customers?
  • Excellent Internal Customer Service
Customer Service External
  • Who Are External Customers?
  • Excellent External Customer Service
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More Program Information

Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

Live Webinar Registration

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists and technical support representatives, and administrative assistants.

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Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Irma Vargas

Irma Vargas

V1H Consulting

  • 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
  • Coach leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
  • Organizations include, CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, and New Grace Community Church
  • 34 Strong Certified StrengthsFinderâ„¢ coach
  • M.P.A. degree, California State University, Northridge, The Tseng College, International; B.A. degree in English, Whittier College
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More Program Information

Why Lorman?

Over 34 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 402084
Published 2021
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