Call Center Operation: Design, Operation, and Maintenance

4.6 Advanced CSR training

Longer workshops, typically lasting three days, can further develop CSR skillsets. Some recommended objectives and course content are shown next.

Objectives

• Understand standards required for effective teamwork

• Establish personal learning goals

• Recognize the importance of attitude ownership on quality of contact

• Understand why self-motivation is part of customer satisfaction

• Acquire increased telephone professionalism and self-confidence

• Adapt individual communication style through voice, speed, and tone to suit different customers

• Apply active, empathetic listening with questioning techniques for a complete understanding of customer needs

• Manage customer conversations with an assertive, action-oriented approach

• Effectively address and satisfy a difficult or irate customer

• Improve personal effectiveness through time and stress management

A typical course outline for a three-day advanced CSR workshop to meet these objectives should contain the following elements:

• Teamwork

• Personal goal setting

• Attitude and motivation

• Excellence in customer service

• Meeting and exceeding customer expectations

• Best telephone practices

• Developing rapport through speed, articulation, tone, and modulation

• Listening effectively using active/interactive skills

• Managing customer conversations that go "off topic"

• Assertiveness techniques

• Professional phrases

• Handling difficult customers

• A process for handling customer complaints or difficult calls

• Handling callers who shout, swear/threaten, use sarcasm

• Declining with diplomacy

• Controlling emotional reactions

• Personal effectiveness

• Stress-management techniques

• Time-management skills