Customer service is a helping profession. A CSR’s career is full of surprises and challenges—and it can yield immense personal satisfaction. In this second volume in the Call Center Agent Handbook Series, author Cliff Hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to:
- Make a positive first impression
- Use your voice to sound capable and professional
- Master the skills of purposeful conversation
- Manage emotional stress—yours and your customer’s
- Choose your words well
- Master a proven method for handling problems and complaints
- Deal effectively with angry customers
- Listen for meaningful customer feedback and share what you’ve learned
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Agent performance reviews, E-Learning, Coaching, Continuous agent training, Classroom training, E-Learning, Job shadowing, Soft skills, New-hire agent training, Soft skills
