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: ac Identify the roles and responsibilities of a call center staff ac Prepare yourself to deliver quality service ac Learn to communicate successfully ac Identify current legislation, terminology, and technology affecting call center staff ac Develop skills for building trust ac Enhance telephone verbal skills and vocal quality ac Build problem solving and decision-making skills ac Learn to handle difficult customer situations ac Improve your time-management and multitasking skills ac Identify ways to control your stress level ac Learn to recover from mistakesayours and your customeras. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.Call center employees are often the first, and only, organizational representative with whom a customer interacts. With this ... Some typical call center job titles are: Account Executive Agent Associate Attendant Consumer Affairs Counselor Consultant Customer Service/Member Support Clerk Customer Service Representative (CSR) Data Entry/Order Clerk Inbound Telemarketing Specialist Teleservicesanbsp;...
|Title||:||How To Be a Great Call Center Representative|
|Author||:||Robert W. LUCAS|
|Publisher||:||AMACOM Div American Mgmt Assn - 2001-05-07|