Call Center Success

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Master the skills needed to face the challenges of a Customer Service Representative position.

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Product Details

  • ISBN-13: 9781560525783
  • Publisher: Crisp Publications, Inc.
  • Publication date: 8/28/2000
  • Series: Crisp Fifty-Minute Book Series
  • Edition description: New Edition
  • Pages: 108
  • Product dimensions: 8.05 (w) x 10.01 (h) x 0.31 (d)

Table of Contents

Chapter 1: THE CSR-A Powerful Voice The CSR's Valuable Role First Impressions Count The Call Center Challenge The Quality Call Chapter 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 Chapter 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 Chapter 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 Chapter 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 Chapter 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

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