Master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service. Table of Contents Part 1: The CSR--A Powerful Voice
The CSR’s Valuable Role
First Impressions Count
The Call Center Challenge
The Quality Call Part 2: Gaining the Professional Edge
Six Elements of Professionalism
Element 1: Manage the Customer Call
Element 2: Know Your Products and Services
Element 3: Be a Team Player
Element 4: Remain Customer Focused
Element 5: Take Responsibility
Element 6: Make a Commitment Part 3: The All-Important Customer
Recognizing the Customer’s Style
Tailoring Your Responses
Guidelines for Analytical and Assertive Customers
Understanding Your Own Behavioral Style
Eight Customer Needs Part 4: Building Your Communication Skills
Ten Essential Communication Skills
Skill 1: Listening Effectively
Skill 2: Extending Common Courtesy
Skill 3: Avoiding Statements That Give the Wrong Impression
Skill 4: Using the Customer’s Language
Skill 5: Gathering Customer Information
Skill 6: Satisfying the Angry Customer
Skill 7: Managing Technology
Skill 8: Writing Effective Email
Skill 9: Mental Scripting
Skill 10: Closing the Conversation Part 5: Attitude--Your Most Important Asset
Shaping Your Attitude
Choosing a Positive Attitude
The Impact of Stress on Your Attitude
The Call Center Workload
Avoiding Office Gossip and Drama Part 6: A Plan for Self Improvement
Three Steps to Self Improvement
Step 1: Take Stock of Your Skills
Step 2: Define Your Objectives
Step 3: Develop Your Action Plan Recommended Reading Objectives Learn the basics of providing high quality customer service Understand the six elements of professionalism Explore how to understand and respond to customer needs Build effective communication skills Learn the importance of a positive attitude Create and use a self-improvement plan
|
.jpg)
.gif)
.gif)
.jpg)
.gif)
