By Peter R. Garber
The conventional position of the decision heart manager is something of the prior. Being an efficient trainer is speedy changing into the main helpful asset you could supply your staff, name middle and association. This interactive education advisor is designed for these liable for the final luck of the decision heart. it's choked with guidance and methods that can assist you do your activity larger and always trainer your CSR s to enhance their talents and the extent of provider they supply. The e-book is prepared into 5 components that drill all the way down to the manager s position: The altering function of the manager Motivating others developing powerful communications aiding CSR s interact as a workforce Resolving conflicts among CSR s in precisely mins, you ll achieve perception and information that might help you swap from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum power.
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Extra info for 89 Learning Points for Coaching Call Center CSR's
Avoid jumping to conclusions. • Ask questions for clarification. • Don’t try to finish the customer’s sentences. • Don’t be non-responsive. • Have patience with customers. • Don’t think about your response instead of what the customer has to say. • Restate or paraphrase some of the customer’s statements to ensure understanding. • Pay close attention to what the customer has to say and don’t let your mind wander. qxd 9/8/2006 1:55 PM Page 42 Learning Point 28 Listening Facts • People who get the facts right are usually good listeners.
Qxd 9/8/2006 1:55 PM Page 47 Learning Point 33 Be Aware of Communications Obstacles It is important to understand what many of the obstacles are to effective communications. Realize that people hear different things than what may have been intended. Check for other people’s understanding of the messages you send to them by asking them to repeat what they understood back to you. Then if any misunderstanding exists, you can clarify or correct. qxd 9/8/2006 1:55 PM Page 48 Learning Point 34 Different Meanings To illustrate just how many different meanings one word can have, consider the following definitions for the word fast: • A person is fast when he/she can run rapidly.
Sincere and insincere d. Formal and informal. Correct answer. Recognition doesn’t always have to be formal or expensive. Sometimes the most effective recognition is informal or given spur of the moment. 2. Recognition done incorrectly can actually be ineffective. a. True. Correct answer. Attempts to reinforce employees may have a negative effect if it isn’t something that they feel positive about receiving. b. False 3. Which of the following is an example of providing positive reinforcement or R+ in the workplace?