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Call Center Success Essential Skills for CSRs

Book Description

Lloyd Finch is President of Alpha Consulting Group, a company devoted to customer service improvement training and the development of customer service training products. Lloyd is an experienced speaker on customer service issues. Prior to forming Alpha consulting he had extensive sales, customer service, and sales management experience in an 18-year career with Pacific Bell and AT&T.

This book includes important customer service skills a Customer Service Representative (CSR) needs to satisfy customers. When you apply the skills, ideas, and suggestions included in this book, two important changes will occur. First, your job will become easier, and second, you will become a skilled CSR professional.

Coverage includes—

  • To explain the basics of providing high quality customer service

  • To describe the six elements of professionalism

  • To explore how to understand and respond to customer needs

  • To provide techniques for building effective communication skills

  • To discuss the importance of a positive attitude

  • To describe how to create and use a self-improvement plan

  • Table of Contents

    1. Learning Objectives For: CALL CENTER SUCCESS
    2. Preface
    3. The CSR—A Powerful Voice
      1. The CSR’s Valuable Role
      2. First Impressions Count
      3. The Call Center Challenge
      4. The Quality Call
    4. Gaining the Professional Edge
      1. Six Elements of Professionalism
      2. Manage the Customer Call
        1. Identifying Customer Needs Quickly
        2. Answer Key: Identifying Customer Needs Quickly
      3. Know Your Products and Services
      4. Be a Team Player
      5. Remain Customer Focused
        1. Customer Advocate or Judgment Error?
      6. Take Responsibility
        1. Using Good Judgment
      7. Make a Commitment
    5. The All-Important Customer
      1. Recognizing the Customer’s Style
        1. The Analytical Customer
        2. The Assertive Customer
      2. Tailoring Your Responses
        1. Customer has not received her refund check
        2. Customer called and placed a small order
      3. Guidelines for Analytical and Assertive Customers
        1. Recognizing Behavioral Styles
      4. Understanding Your Own Behavioral Style
      5. Eight Customer Needs
        1. Fast Service
        2. Courteous Service
        3. Consistent Service
        4. Someone Who Will Listen
        5. A Knowledgeable Rep
        6. Expert Advice
        7. Smooth Transactions
        8. A Specific Commitment
    6. Building Your Communication Skills
      1. Ten Essential Communication Skills
      2. Listening Effectively
        1. Hearing What the Customer Wants
        2. Can You Repeat That?
        3. Listening Is an Important Part of Communicating
        4. Defining Your Communication Style
        5. Adapting to Your Customer’s Style
      3. Extending Common Courtesy
        1. The Most Powerful Courtesy: The Customer’s Name
        2. Courteous Conversations in Action
        3. Special Opportunities
      4. Avoiding Statements That Give the Wrong Impression
        1. Keep Negative Organization Information to Yourself
        2. Don’t Be Critical of Other Work Units
        3. Keep Your Remarks Positive
      5. Using the Customer’s Language
      6. Gathering Customer Information
        1. Open and Closed Questions
        2. Test Your Knowledge
        3. Keeping It Friendly
      7. Satisfying the Angry Customer
        1. Hurt Feelings
        2. Is the Customer Really Angry?
        3. Six Ways to Satisfy an Angry Customer
      8. Managing Technology
        1. Telephone
        2. Voicemail
        3. Fax
        4. Conference Calling
      9. Writing Effective Email
        1. Assess Your Email Aptitude
        2. Attaching Documents or Other Files
      10. Mental Scripting
        1. Examples of Mental Scripting
      11. Closing the Conversation
        1. Courteous Closing Statements
    7. Attitude—Your Most Important Asset
      1. Shaping Your Attitude
      2. Choosing a Positive Attitude
        1. What Is Your Attitude Toward Customers?
        2. Answer Key: What Is Your Attitude Toward Customers?
      3. The Impact of Stress on Your Attitude
        1. Reducing Stress
      4. The Call Center Workload
        1. Sean’s Action Plan
      5. Avoiding Office Gossip and Drama
    8. A Plan for Self Improvement
      1. Three Steps to Self Improvement
      2. Take Stock of Your Skills
      3. Define Your Objectives
      4. Develop Your Action Plan
        1. Self Improvement Plan
      5. Recommended Reading
        1. Bibliodiv