How To Be a Great Call Center Representative: EBook Edition Book

Contents

About This Course....................xi
How to Take This Course....................xiii
Pre-Test....................xv
Introduction....................xxi
1 The Roles and Responsibilities of a Call Center Staff....................1
2 Preparing Yourself to Deliver Quality Service....................13
3 Communicating with Others....................27
4 Enhancing Your Listening Skills....................41
5 Using Technology Effectively....................57
6 Building Trust with Others....................75
7 Problem Solving and Decision Making....................89
8 Handling Difficult Customer Situations....................101
9 Managing Your Time Rather Than Letting It Manage You....................115
10 Controlling Your Stress Level....................127
11 Recovering from Mistakes Yours and Your Customers....................141
12 Complying with the Law....................153
Additional Resources....................161
Post-Test....................165
Index....................171