How to Be a Great Call Center Representativeby Robert W. Lucas |
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How to Be a Great Call Center Representative by Robert W. Lucas
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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 CONTENTSAbout this courseHow 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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