Spot Check
In this short test, we use predefined scenarios to test your first line employees' reflexes of spotting the first signs of a delicate situation.
Objectives
- Do your employees follow the procedures and do they have the right reflexes?
- Immediate feedback during the call
- Evaluating and optimising the procedures
Target group
All employees who have taken the First Line training and are in direct contact with the outside world. This can be by phone (reception, secretariat), online (email, social media) or live (reception, security).
Learning points
What to do when a consumer reacts in an unexpected way?
What do you do when faced with an unexpected response? How do you prepare your consumer service for the unexpected?
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