You are previewing How To Be a Great Call Center Representative.
O'Reilly logo
How To Be a Great Call Center Representative

Book Description

Give your front-line call center staff the training they need!.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Contents
  5. About This Course
  6. How to Take This Course
  7. Pre-Test
  8. Introduction
  9. 1 The Roles and Responsibilities of a Call Center Staff
    1. What Is a Call Center?
    2. Trends Affecting Call Centers
    3. Call Center Staffing
    4. Call Center Representative Competencies
    5. Typical Call Center Services
    6. Typical Call Center Technology
    7. Recap
    8. Review Questions
  10. 2 Preparing Yourself to Deliver Quality Service
    1. Recognizing Your Customers
      1. Internal Customers
      2. External Customers
    2. Projecting a Positive Service Image
      1. Positive Image Strategies
      2. Self-Empowerment
    3. Communicating Positively with Yourself (and Others)
    4. Recap
    5. Review Questions
  11. 3 Communicating with Others
    1. The Importance of Effective Interpersonal Communication
    2. The Two-Way Communication Model
    3. Interpersonal Communication Skills
      1. Verbal Skills
      2. Verbal Content
    4. Effective Customer Service Communication Strategies
    5. Recap
    6. Review Questions
  12. 4 Enhancing Your Listening Skills
    1. Why Is Listening Important?
    2. The Listening Process
    3. Characteristics of Effective Listening
      1. Empathy
      2. Caring
      3. Sincerity
      4. Patience
      5. Responsiveness
      6. Open-Mindedness
    4. Common Listening Pitfalls
      1. Pseudo-Listening
      2. Interruptions
      3. Preconceived Ideas
      4. Information Overload
      5. Noisy Environments
      6. Semantics
      7. Emotions
    5. Strategies for Effective Listening
      1. Paraphrase What the Customer Said
      2. Avoid Arguing with Customers
      3. Ask Appropriate Questions
      4. Take Accurate Notes
      5. Use Acknowledgement Words or Statements
    6. Recap
    7. Review Questions
  13. 5 Using Technology Effectively
    1. Call Center Technology
    2. Measuring Productivity and Performance
    3. Communicating Effectively Through Technology
      1. Telephone
      2. Facsimile (Fax)
      3. Internet/E-mail
    4. Recap
    5. Review Questions
  14. 6 Building Trust with Others
    1. What Is Trust?
    2. The Importance of Trust
    3. The Impact of Values and Beliefs on Trust
      1. What Are Values?
      2. What Are Beliefs?
    4. Trustbuilding Strategies
      1. Listen to the Customer
      2. Be Sincere
      3. Remain Unbiased
      4. Be Truthful
      5. Use Facts and Figures
    5. The Role of Ethical Behavior
    6. Recap
    7. Review Questions
  15. 7 Problem Solving and Decision Making
    1. Your Role in Problem Solving
    2. The Problem Solving Model
      1. Step 1: Identify the Problem or Issue
      2. Step 2: Analyze the Problem or Issue
      3. Step 3: Identify Alternatives
      4. Step 4: Evaluate Alternatives
      5. Step 5: Make a Decision
    3. The Importance of Sound Decision Making
    4. Identifying Resources
    5. Recap
    6. Review Questions
  16. 8 Handling Difficult Customer Situations
    1. Opportunities for Service Excellence
    2. Handing Difficult Customer Situations
    3. Customers with Disabilities
      1. People with Hearing Impairments
      2. People with Speaking Impairments
    4. Language Differences
    5. Talkative Customers
    6. Indecisive Customers
    7. Complaining Customers
    8. Angry/Emotional Customers
    9. Recap
    10. Review Questions
  17. 9 Managing Your Time Rather Than Letting It Manage You
    1. The Need to Multitask
    2. Time Robbers
      1. Internal Time Robbers
      2. External Time Robbers
    3. Managing Your Workload
    4. Recap
    5. Review Questions
  18. 10 Controlling Your Stress Level
    1. The Impact of Stress
    2. What Does Stress Look Like?
      1. Distress
      2. Eustress
    3. Fight or Flight
    4. Causes of Call Center Stress
    5. Recognizing Negative Stress Symptoms
      1. Immediate Reactions
      2. Long-Term Indicators
    6. Strategies for Stress Reduction
      1. Environmental Strategies
      2. Personal Strategies
    7. Recap
    8. Review Questions
  19. 11 Recovering from Mistakes—Yours and Your Customer’s
    1. The Need for Service Recovery
    2. Common Causes of Service Breakdown
      1. CSR Factors That Can Lead to Dissatisfaction
      2. Organizational Factors That Can Lead to Dissatisfaction
      3. Customer Factors That Can Lead to Dissatisfaction
    3. Recovering from Service Breakdowns
    4. Recap
    5. Review Questions
  20. 12 Complying with the Law
    1. The Need for Regulations
    2. Regulating Entities
    3. Regulatory Guidelines
      1. Federal Communication Commission’s 900-Number Rule
      2. Federal Trade Commission’s Mail or Telephone Trade Regulation Rule
      3. Federal Trade Commission’s Telemarketing Sales Rule
      4. The Telephone Consumer Protection Act of 1991 (TCPA)
    4. Recap
    5. Review Questions
  21. Additional Resources
  22. Post-Test
  23. Index