This interactive course for the American Management Association (AMACOM) has been designed specifically to help you and other frontline employees involved in call center customer service and sales to recognize the scope of the job and to help develop skills necessary for customer satisfaction. The materials and information included can be used for self-study and individual development or in a more structured classroom setting where training is led by a facilitator or supervisor. At the end of the course, you can take a test and submit the results to AMACOM for grading and to receive a certificate of completion to document their success.
In this course, you will learn what technology-based customer service is all about --- a brief history, terminology, CSR competencies required, and skills necessary to be successful in dealing with a variety of customer and service situations. How to be a Great Call Center Representative gives you the tools you need to feel confident in handling customers and the foundation for future growth and advancement.
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As call centers continue to be established and evolve, the number of customer service employees grows each year in the United States and throughout the world. Related to this growth is a continuing need for quality information and training to assist those employees providing service through technology, such as the types of hardware and software found in call centers.
Because of the diverse ways in which technology is being used to serve customer in various industry call centers, the material covered in this course is fairly generic so that it can be adapted to most call center environments. The majority of service organizations have policies and procedures for performing many of the tasks and skills outlined herein. Additionally, there are numerous local, state, and federal guidelines to which call center employees must adhere. Follow information provided by your supervisor or team leader and use what you learn here to supplement and enhance your knowledge and skills.
Bob Lucas is an internationally-known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has over four decades of experience in human resources development, management and customer service in a variety of organizational environments and was the 1995 and 2011 President of the Central Florida Chapter of the Association for Talent Development (CFC-ASTD). Bob has lived, traveled and worked in twenty-nine different countries and geographic areas. His life experiences give him a real-world perspective on the application of theory he has studied and used.
In addition to having the top-selling customer service textbook in the United States, Bob has written and contributed to thirty-six other books, training video leader's guides and book compilations. He has shared his knowledge on a variety of workplace learning topics, such as creative training and management program development, train-the-trainer, customer service, presentation skills, interpersonal communication, adult learning, diversity, team building, and employee and organizational development with workplace professionals from hundreds of national and international organizations. He also taught training and development, diversity and interpersonal/organizational communication at the Master's level for almost two decades while at Webster University
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Descripción Amacom Books, 2001. Spiral-bound. Estado de conservación: New. Nº de ref. de la librería DADAX0761213465
Descripción Amacom Books, 2001. Hardcover. Estado de conservación: Brand New. 175 pages. 10.90x8.70x0.70 inches. In Stock. Nº de ref. de la librería 0761213465