Home Page Icon
Home Page
Table of Contents for
Cover Page
Close
Cover Page
by Robert W Lucas
How To Be a Great Call Center Representative
Cover Page
Title Page
Copyright Page
Contents
About This Course
How to Take This Course
Pre-Test
Introduction
1 The Roles and Responsibilities of a Call Center Staff
What Is a Call Center?
Trends Affecting Call Centers
Call Center Staffing
Call Center Representative Competencies
Typical Call Center Services
Typical Call Center Technology
Recap
Review Questions
2 Preparing Yourself to Deliver Quality Service
Recognizing Your Customers
Internal Customers
External Customers
Projecting a Positive Service Image
Positive Image Strategies
Self-Empowerment
Communicating Positively with Yourself (and Others)
Recap
Review Questions
3 Communicating with Others
The Importance of Effective Interpersonal Communication
The Two-Way Communication Model
Interpersonal Communication Skills
Verbal Skills
Verbal Content
Effective Customer Service Communication Strategies
Recap
Review Questions
4 Enhancing Your Listening Skills
Why Is Listening Important?
The Listening Process
Characteristics of Effective Listening
Empathy
Caring
Sincerity
Patience
Responsiveness
Open-Mindedness
Common Listening Pitfalls
Pseudo-Listening
Interruptions
Preconceived Ideas
Information Overload
Noisy Environments
Semantics
Emotions
Strategies for Effective Listening
Paraphrase What the Customer Said
Avoid Arguing with Customers
Ask Appropriate Questions
Take Accurate Notes
Use Acknowledgement Words or Statements
Recap
Review Questions
5 Using Technology Effectively
Call Center Technology
Measuring Productivity and Performance
Communicating Effectively Through Technology
Telephone
Facsimile (Fax)
Internet/E-mail
Recap
Review Questions
6 Building Trust with Others
What Is Trust?
The Importance of Trust
The Impact of Values and Beliefs on Trust
What Are Values?
What Are Beliefs?
Trustbuilding Strategies
Listen to the Customer
Be Sincere
Remain Unbiased
Be Truthful
Use Facts and Figures
The Role of Ethical Behavior
Recap
Review Questions
7 Problem Solving and Decision Making
Your Role in Problem Solving
The Problem Solving Model
Step 1: Identify the Problem or Issue
Step 2: Analyze the Problem or Issue
Step 3: Identify Alternatives
Step 4: Evaluate Alternatives
Step 5: Make a Decision
The Importance of Sound Decision Making
Identifying Resources
Recap
Review Questions
8 Handling Difficult Customer Situations
Opportunities for Service Excellence
Handing Difficult Customer Situations
Customers with Disabilities
People with Hearing Impairments
People with Speaking Impairments
Language Differences
Talkative Customers
Indecisive Customers
Complaining Customers
Angry/Emotional Customers
Recap
Review Questions
9 Managing Your Time Rather Than Letting It Manage You
The Need to Multitask
Time Robbers
Internal Time Robbers
External Time Robbers
Managing Your Workload
Recap
Review Questions
10 Controlling Your Stress Level
The Impact of Stress
What Does Stress Look Like?
Distress
Eustress
Fight or Flight
Causes of Call Center Stress
Recognizing Negative Stress Symptoms
Immediate Reactions
Long-Term Indicators
Strategies for Stress Reduction
Environmental Strategies
Personal Strategies
Recap
Review Questions
11 Recovering from Mistakes—Yours and Your Customer’s
The Need for Service Recovery
Common Causes of Service Breakdown
CSR Factors That Can Lead to Dissatisfaction
Organizational Factors That Can Lead to Dissatisfaction
Customer Factors That Can Lead to Dissatisfaction
Recovering from Service Breakdowns
Recap
Review Questions
12 Complying with the Law
The Need for Regulations
Regulating Entities
Regulatory Guidelines
Federal Communication Commission’s 900-Number Rule
Federal Trade Commission’s Mail or Telephone Trade Regulation Rule
Federal Trade Commission’s Telemarketing Sales Rule
The Telephone Consumer Protection Act of 1991 (TCPA)
Recap
Review Questions
Additional Resources
Post-Test
Index
Search in book...
Toggle Font Controls
Playlists
Add To
Create new playlist
Name your new playlist
Playlist description (optional)
Cancel
Create playlist
Sign In
Email address
Password
Forgot Password?
Create account
Login
or
Continue with Facebook
Continue with Google
Sign Up
Full Name
Email address
Confirm Email Address
Password
Login
Create account
or
Continue with Facebook
Continue with Google
Next
Next Chapter
How to Be a Great Call Center Representative
Add Highlight
No Comment
..................Content has been hidden....................
You can't read the all page of ebook, please click
here
login for view all page.
Day Mode
Cloud Mode
Night Mode
Reset