How To Be a Great Call Center Representative
Author: Robert W. Lucas
Credit: 2.0 CEUs
Testing Format: multiple choice
Your Price: $159.00
ISBN: 9780761213468
Format: Book
Overview
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 course 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.
Course Objective: To train front-line employees in call-center customer service or sales to recognize the scope of the job and develop the skills necessary to create customer satisfaction.
Selected Learning Objectives
• 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
Testing Format
This course contains one multiple choice test valued at two Continuing Education Units (CEUs).
Table of Contents
About This Course
How to Take This Course
Pre-Test
Introduction
1. The Roles and Responsibilities of a Call Center Staff 1
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 13
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 27
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 41
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 57
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 75
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 89
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 101
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 115
The Need to Multitask
Time Robbers
Internal Time Robbers
External Time Robbers
Managing Your Workload
Recap
Review Questions
10. Controlling Your Stress Level 127
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 141
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 153
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