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How To Be a Great Call Center Representative
Description: Today’s technology-driven call centers are one of the fastest growing business sectors in the world. With an installed base of over 3 million agents in the United States alone, the workforce is growing at unprecedented levels driving the need for increased competence and specific skill levels beyond those provided by standard customer service training.
Since call centers increasingly are a company’s first line of contact with current and future customers, your training as a call center rep can have an enormous impact on customers’ loyalty and satisfaction. This course has been designed specifically to help you and other frontline employees in call center customer service or sales, to recognize the scope of your job and help you develop the skills necessary for creating customer satisfaction. The materials and information included can be used for self-study and individual development or in a more structured classroom setting where training is led by a facilitator or supervisor.
In this course, you will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. Focusing on the key competencies required for technical and customer service support, you will be able to establish a strong foundation of interpersonal and communication skills, emphasizing verbal and vocal quality essential for good telephone techniques. Using application exercises and self-assessments, this course presents specific strategies for improving listening skills, techniques for building trust with customers, and developing facility in problem solving and decision making - all in the context of a busy call center. Further, you will receive useful direction for controlling stress, multitasking, handling difficult customers, and managing complex technologies and changing products. Finally, you will learn to recognize the need for service recovery and take steps to accomplish it. How to Be a Great Call Center Representative gives you all the tools you need to feel confident in handling customers and build a foundation for future growth and advancement.
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
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
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