80 fun and effective activities that teach your employees the unique principles of call center customer service Learning Points: 80 Activities and Actions for Call Center Service Excellence Organizations with call centers are on the cutting-edge of an exciting and dynamic technological revolution that is taking place in customer service today. To succeed, your employees must understand the principles of call center customer service and how to apply them in an increasingly complex and challenging environment. With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center. These fun, engaging, and easy-to-use activities provide a variety of ways to learn more about call center customer service and how to satisfy callers’ heightened expectations. In just minutes, your employees will gain insights, tips, and guidance that will enable them to… • Build rapport on the telephone • Take time to really understand the customer • Use technology, customer information, and other tools of their trade effectively • Provide solutions to customers, not more problems • Support their team and contribute to its success however they can • Help other team members by sharing information • Respond to problems in ways that ensure they keep the customer’s business
Author(s): Peter R. Garber
Year: 2004
Language: English
Pages: 112
Table of Contents......Page 4
Introduction......Page 7
Part 1: Customer Service......Page 8
Learning Point 1......Page 10
Learning Point 2......Page 13
Learning Point 3......Page 14
Learning Point 4......Page 15
Learning Point 5......Page 16
Learning Point 6......Page 17
Learning Point 7......Page 18
Learning Point 8......Page 19
Learning Point 9......Page 20
Learning Point 10......Page 21
Learning Point 11......Page 23
Learning Point 12......Page 24
Learning Point 13......Page 25
Learning Point 14......Page 26
Learning Point 15......Page 27
Learning Point 16......Page 28
Part 2: Developing Telephone Skills......Page 30
Learning Point 17......Page 32
Learning Point 18......Page 33
Learning Point 19......Page 34
Learning Point 20......Page 35
Learning Point 21......Page 36
Learning Point 22......Page 37
Learning Point 23......Page 38
Learning Point 24......Page 39
Learning Point 25......Page 40
Learning Point 26......Page 41
Learning Point 27......Page 42
Learning Point 28......Page 43
Learning Point 29......Page 44
Learning Point 30......Page 45
Learning Point 31......Page 46
Part 3: Tools of the Trade......Page 48
Learning Point 32......Page 50
Learning Point 33......Page 51
Learning Point 34......Page 52
Learning Point 35......Page 53
Learning Point 36......Page 54
Learning Point 37......Page 55
Learning Point 38......Page 56
Learning Point 39......Page 57
Learning Point 40......Page 58
Learning Point 41......Page 59
Learning Point 42......Page 60
Learning Point 43......Page 61
Learning Point 44......Page 62
Learning Point 45......Page 63
Learning Point 46......Page 64
Part 4: Working in Customer Service Teams......Page 66
Learning Point 47......Page 68
Learning Point 48......Page 69
Learning Point 49......Page 70
Learning Point 50......Page 71
Learning Point 51......Page 74
Learning Point 52......Page 75
Learning Point 53......Page 76
Learning Point 54......Page 77
Learning Point 55......Page 78
Learning Point 56......Page 79
Learning Point 57......Page 81
Learning Point 58......Page 82
Learning Point 59......Page 83
Learning Point 60......Page 84
Learning Point 61......Page 85
Learning Point 62......Page 87
Learning Point 63......Page 88
