Read e-book online 89 Learning Points for Coaching Call Center CSR's PDF

By Peter R. Garber

ISBN-10: 0874259460

ISBN-13: 9780874259469

The normal function of the decision heart manager is something of the previous. Being an efficient trainer is speedy turning into the main helpful asset you could supply your staff, name middle and association. This interactive education consultant is designed for these answerable for the final luck of the decision heart. it truly is filled with information and methods that can assist you do your task larger and constantly trainer your CSR s to enhance their talents and the extent of provider they supply. The publication is prepared into 5 components that drill right down to the manager s function: The altering position of the manager Motivating others developing powerful communications assisting CSR s interact as a crew Resolving conflicts among CSR s in exactly mins, you ll achieve perception and suggestions that would allow you to switch from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum power.

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Peter R. Garber's 89 Learning Points for Coaching Call Center CSR's PDF

The normal function of the decision middle manager is something of the prior. Being a good trainer is quickly turning into the main important asset you could provide your staff, name heart and association. This interactive education advisor is designed for these chargeable for the final luck of the decision middle.

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Additional resources for 89 Learning Points for Coaching Call Center CSR's

Sample text

It might entail the amount of services provided to customers or the public. It could be charge backs or customer complaints. Keeping this kind of score might include any one of a myriad of different performance indexes that might be readily available for you to use. In sports, it is always clear who the competition is—it is the other team you are playing against. However, it isn’t always so clear for most employees to determine who their competition is. Sometimes it might seem like the competition is another department in your organization or even your co-workers.

Have patience with customers. • Don’t think about your response instead of what the customer has to say. • Restate or paraphrase some of the customer’s statements to ensure understanding. • Pay close attention to what the customer has to say and don’t let your mind wander. qxd 9/8/2006 1:55 PM Page 42 Learning Point 28 Listening Facts • People who get the facts right are usually good listeners. • Listening involves more than just hearing words—it also involves listening for the real intent of the message.

By having a better understanding of how the team is performing, team members can also have a better idea of what they need to do to help and support one another. b. qxd 9/8/2006 1:55 PM Page 37 Learning Point 23 Developing Better Listening Skills It is said that communications is the key to achieving all your goals. What this means is that communications is part of the solution to virtually every problem you might face in the call center. Listening is an important part of becoming an effective communicator.

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89 Learning Points for Coaching Call Center CSR's by Peter R. Garber


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