Call Center Success Book

Part 1: The CSR--A Powerful Voice The CSR's Valuable Role First Impressions Count The Call Center Challenge The Quality Call
Part 2: Gaining the Professional Edge Six Elements of Professionalism Element
1: Manage the Customer Call Element
2: Know Your Products and Services Element
3: Be a Team Player Element
4: Remain Customer Focused Element
5: Take Responsibility Element
6: Make a Commitment
Part 3: The All-Important Customer Recognizing the Customer's Style Tailoring Your Responses Guidelines for Analytical and Assertive Customers Understanding Your Own Behavioral Style Eight Customer Needs
Part 4: Building Your Communication Skills Ten Essential Communication Skills Skill
1: Listening Effectively Skill
2: Extending Common Courtesy Skill
3: Avoiding Statements That Give the Wrong Impression Skill
4: Using the Customer's Language Skill
5: Gathering Customer Information Skill
6: Satisfying the Angry Customer Skill
7: Managing Technology Skill
8: Writing Effective Email Skill
9: Mental Scripting Skill
10: Closing the Conversation
Part 5: Attitude--Your Most Important Asset Shaping Your Attitude Choosing a Positive Attitude The Impact of Stress on Your Attitude The Call Center Workload Avoiding Office Gossip and Drama
Part 6: A Plan for Self Improvement Three Steps to Self Improvement Step
1: Take Stock of Your Skills Step
2: Define Your Objectives Step
3: Develop Your Action Plan Recommended Reading