Finally! There is now an effective resource for organizations, trainers
and individuals involved in call center service. The program can be used by individuals to learn how to be an effective
service representative, or by organizations needing a training sourcebook, or to supplement organizational learning
materials and programs.
In this course, users will learn what technology-based customer service is all about --- a brief
history, terminology, CSR competencies required, and interpersonal skills necessary to be successful in dealing
with a variety of customer service situations. The Successful Call Center Representative gives the tools needed
to feel confident in handling customers, and the foundation for future growth and advancement.
Because of the diverse ways in which technology is being used to serve customer in various industry
call centers, the material covered in this course is fairly generic so that it can be adapted to most call center
and customer care environments. Additionally, there are numerous local, state, and federal guidelines to which call
center employees must adhere. By following information provided by supervisors or team leaders and using what is
learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills, users can
begin immediately providing quality customer service.
Included in the price is an examination that can be taken and forwarded to The American Management
Association for grading and issuance of a certificate. Also, users have a specially created AMA web-site for support
and questions arising as they take the course. No other product on the market gives all this!!
TABLE OF CONTENTS
About this course
How to take this course
Pre-test
Introduction
Chapter 1 The Roles and Responsibilities of a Call Center Staff
Chapter 2 Preparing Yourself to Deliver Quality Service
Chapter 3 Communicating with Others
Chapter 4 Enhancing Your Listening Skills
Chapter 5 Using Technology Effectively
Chapter 6 Building Trust with Others
Chapter 7 Problem Solving and Decision Making
Chapter 8 Handling Difficult Customer Situations
Chapter 9 Managing Your Time Rather Than It Managing You
Chapter 10 Controlling Your Stress Level
Chapter 11 Recovering from Mistakes -- Yours and You're Customer's
Chapter 12 Complying with the Law
Regulatory Guidelines
Recap
Review Questions
Additional Resources
Post-test
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