How to be a great call center representative
by Robert W. Lucas (American Management Association, 2001)
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| Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: ? Identify the roles and responsibilities of a call center staff ? Prepare yourself to deliver quality service ? Learn to communicate successfully ? Identify current legislation, terminology, and technology affecting call center staff ? Develop skills for building trust ? Enhance telephone verbal skills and vocal quality ? Build problem solving and decision-making skills ? Learn to handle difficult customer situations ? Improve your time-management and multitasking skills ? Identify ways to control your stress level ? Learn to recover from mistakes?yours and your customer?s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy. |
 how to be a great call center representative.pdf :: Unduh
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| No. Panggil : | e20440433 |
| Entri utama-Nama orang : | |
| Subjek : | |
| Penerbitan : | New York: American Management Association, 2001 |
| Sumber Pengatalogan: | LibUI eng rda |
| Tipe Konten: | text |
| Tipe Media: | computer |
| Tipe Pembawa: | online resources |
| Deskripsi Fisik: | xxii, 175 pages: illustration |
| Tautan: | http://portal.igpublish.com/iglibrary/search/?18 |
| Lembaga Pemilik: | |
| Lokasi: |
| No. Panggil | No. Barkod | Ketersediaan |
|---|---|---|
| e20440433 | 02-17-659455597 | TERSEDIA |
| Ulasan: |
| Tidak ada ulasan pada koleksi ini: 20440433 |
