Challenge #2: What strategies would you suggest to Alex?
Alex is a Customer Support Manager at a Call Center Company. He noticed that his department is lacking in communication skills. His potential clients are not happy with the way his team communicates. One customer felt uncomfortable and hang up the call due to not listening to her problem. The agent kept interrupting her with lots of questions. Alex went to the training department and ask for help.
What would you do?
Let’s say Alex comes to you for help. What strategies or approaches would you suggest to him?