By Peter R. Garber
The conventional position of the decision heart manager is something of the earlier. Being an efficient trainer is quickly turning into the main priceless asset you could supply your staff, name heart and association. This interactive education advisor is designed for these answerable for the final good fortune of the decision middle. it really is full of suggestions and methods that can assist you do your activity greater and regularly trainer your CSR s to enhance their talents and the extent of carrier they supply. The e-book is geared up into 5 components that drill right down to the manager s position: The altering function of the manager Motivating others growing powerful communications supporting CSR s interact as a group Resolving conflicts among CSR s in precisely mins, you ll achieve perception and counsel that may assist you swap from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum strength.
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Extra resources for 89 Learning Points for Coaching Call Center CSR's
That you are in a hurry to get off the phone 7. qxd 9/8/2006 1:55 PM Page 41 Learning Point 27 CSR Listening Tips • Don’t interrupt the customer. • Show concern for the customer’s feelings. • 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.
The usefulness of scoreboards is not just limited to sports. Scoreboards are also useful in the workplace as well. • Scoreboards need to be visible to everyone who has an interest and need to see them. • Scoreboards need to be kept current. • Keeping scoreboards updated needs to be the responsibility of those whose performance is being measured. • The information that scoreboards provide needs to be useful and easily understood. • Once established, scoreboards need to be continued as long as there is a need and use for the information they communicate.
How Much R– is too Much? Should you have any negative reinforcement in your workplace? ” You will always need to have negative consequences for not obeying the rules. But the ratio of positive reinforcement to negative reinforcement should be at least 4 to 1. In other words, for every negative reinforcer, you should have at least 4 positive reinforcers. qxd 9/8/2006 2:10 PM Page 27 Learning Point 17 Reinforcement Exercise The following are a variety of things that most people find reinforcing. Check those that you would like to see increased when working with CSRs in the call center.