4.6 Advanced CSR training

4.6 Advanced CSR training

Longer workshops, typically lasting three days, can further develop CSR skillsets. Some recommended objectives and course content are shown next.

Objectives

  • Understand standards required for effective teamwork

  • Establish personal learning goals

  • Recognize the importance of attitude ownership on quality of contact

  • Understand why self-motivation is part of customer satisfaction

  • Acquire increased telephone professionalism and self-confidence

  • Adapt individual communication style through voice, speed, and tone to suit different customers

  • Apply active, empathetic listening with questioning techniques for a complete understanding of customer needs

  • Manage customer conversations with an assertive, action-oriented approach

  • Effectively address and satisfy a difficult or irate customer

  • Improve personal effectiveness through time and stress management

A typical course outline for a three-day advanced CSR workshop to meet these objectives should contain the following elements:

  • Teamwork

  • Personal goal setting

  • Attitude and motivation

  • Excellence in customer service

  • Meeting and exceeding customer expectations

  • Best telephone practices

  • Developing rapport through speed, articulation, tone, and modulation

  • Listening effectively using active/interactive skills

  • Managing customer conversations that go "off topic"

  • Assertiveness techniques

  • Professional phrases

  • Handling difficult customers

  • A process for handling customer complaints or difficult calls

  • Handling callers who shout, swear/threaten, use sarcasm

  • Declining with diplomacy

  • Controlling emotional reactions

  • Personal effectiveness

  • Stress-management techniques

  • Time-management skills



Call Center Operation(c) Design, Operation, and Maintenance
Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors: Duane Sharp

flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net