Lisa Fraser

“We’re experiencing a high volume of calls at the moment”, “Your call is important to us”, “Did you know you can also visit our website?” – do these phrases sound familiar? Perhaps they are used on your own customer phone lines; however alongside ever-increasing expectations of efficient service, these industry-standard phrases are no longer sufficient to make your customers feel that you value their time.  

In this session, you will learn how to translate academic theories into 7 practical strategies that will allow you to enhance the waiting experience for customers curating happier customer journeys.