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

By Peter R. Garber

The normal position of the decision heart manager is a specific thing of the prior. Being a good trainer is quick turning into the main helpful asset you could provide your staff, name heart and association. This interactive education advisor is designed for these accountable for the final luck of the decision heart. it really is full of information and methods to help you do your task greater and constantly trainer your CSR s to enhance their talents and the extent of carrier they supply. The booklet is prepared into 5 components that drill all the way down to the manager s function: The altering position of the manager Motivating others growing potent communications supporting CSR s interact as a crew Resolving conflicts among CSR s in exactly mins, you ll achieve perception and counsel that may 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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People need a variety of reinforcers to keep interested and motivated toward achieving good results. 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.

2. 3. 4. 5. That you are having a bad day and don’t really want to be bothered That you are distracted or have something else on your mind That you are mad about something That you are not very confident that you will be able to help the customer That you don’t think you should be helping the customer, but rather someone else 6. 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.

True b. False 5. Scoreboards help team members support one another. 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.

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