Download e-book for kindle: 89 Learning Points for Coaching Call Center CSR's by Peter R. Garber

By Peter R. Garber

ISBN-10: 0874259460

ISBN-13: 9780874259469

The normal position of the decision heart manager is something of the previous. Being a good trainer is speedy turning into the main precious asset you could provide your staff, name middle and association. This interactive education advisor is designed for these accountable for the final luck of the decision heart. it's full of guidance and methods that can assist you do your task greater and regularly trainer your CSR s to enhance their talents and the extent of provider they supply. The ebook is geared up into 5 components that drill all the way down to the manager s function: The altering function of the manager Motivating others developing powerful communications aiding CSR s interact as a crew Resolving conflicts among CSR s in exactly mins, you ll achieve perception and suggestions that might assist you switch from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum capability.

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Extra resources for 89 Learning Points for Coaching Call Center CSR's

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Simple and complex b. Uncomfortable and comfortable c. Sincere and insincere d. Formal and informal. Correct answer. Recognition doesn’t always have to be formal or expensive. Sometimes the most effective recognition is informal or given spur of the moment. 2. Recognition done incorrectly can actually be ineffective. a. True. Correct answer. Attempts to reinforce employees may have a negative effect if it isn’t something that they feel positive about receiving. b. False 3. Which of the following is an example of providing positive reinforcement or R+ in the workplace?

Keeping score at work is just as important. If employees don’t know how they are doing against the competition, they won’t know if they need to improve their performance or not. Keeping score at work can involve many things. It might be a profit and loss statement or the number of units sold of the company’s product. It might entail the amount of services provided to customers or the public. It could be charge backs or customer complaints. Keeping this kind of score might include any one of a myriad of different performance indexes that might be readily available for you to use.

A. True b. qxd 9/8/2006 2:10 PM Page 33 Check Your Understanding (concluded) Answers 1. Recognition can be provided in which of the following ways? a. Simple and complex b. Uncomfortable and comfortable c. Sincere and insincere d. Formal and informal. Correct answer. Recognition doesn’t always have to be formal or expensive. Sometimes the most effective recognition is informal or given spur of the moment. 2. Recognition done incorrectly can actually be ineffective. a. True. Correct answer. Attempts to reinforce employees may have a negative effect if it isn’t something that they feel positive about receiving.

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89 Learning Points for Coaching Call Center CSR's by Peter R. Garber


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