4.5 Tool kits

Typically, tool kits are self-paced programs consisting of a number of modules that CSRs can use to study alone or in small groups. Using workbooks and audiocassettes, a CSR can complete a module and be back on line in less than 45 minutes. In some instances, working through the exercises alone is all that's necessary; in other cases, a CSR will work with a coach or peer to obtain feedback on his or her progress. The kits include a matrix describing the specific skill or knowledge gaps each module covers. This means that a CSR's training efforts can be focused on particular area(s) of need. Tool kits are available to assist CSRs in developing and refining the following skills:

Effective listening
Overcoming language barriers
Preparing to take the call
Telephone professionalism
Improving voice quality
Asking the right questions
Identifying social styles and selecting strategies
Identifying skills and maintaining call control
Offering solutions and ensuring customer satisfaction
Emotional self-control
Handling difficult calls