A role-play based workshop that gives call handling agents the opportunity to recreate their working environment in a learning arena. Focusing on: staff answering calls within 15 seconds; improving transfer and hold procedure; attempting to solve customers' queries in the first instance; silences and corporate closing.

Suitable for group sizes of between 6-8 staff, the workshop would draw upon real life scenarios and experiences from the client group.

Each session would last for 3.5 hours – enabling staff to be released for a morning or afternoon session.

The purpose of the workshop is to enable the delivery of excellent and consistent customer care by increasing customer rapport and confidence; by developing appropriate levels of empathy with customers; by practicing and increasing knowledge of questioning skills and techniques and by understanding how to champion the business.