How to Be a Great Call Center Representative

Synopsis

Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: • Identify the roles and responsibilities of a call center staff • Prepare yourself to deliver quality service • Learn to communicate successfully • Identify current legislation, terminology, and technology affecting call center staff • Develop skills for building trust • Enhance telephone verbal skills and vocal quality • Build problem solving and decision-making skills • Learn to handle difficult customer situations • Improve your time-management and multitasking skills • Identify ways to control your stress level • Learn to recover from mistakes—yours and your customer’s

Copyright:

2001

Book Details

Book Quality:

Publisher Quality

ISBN-13:

9780761215103

Publisher:

American Management Association

Date of Addition:

10/16/12

Copyrighted By:

Robert W. Lucas

Adult content:

No

Language:

English

Has Image Descriptions:

No

Categories:

Nonfiction, Business and Finance, Education

Submitted By:

Bookshare Staff

Usage Restrictions:

This is a copyrighted book.