Download e-book for iPad: 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 an efficient trainer is quickly turning into the main worthwhile asset you could supply your staff, name middle and association. This interactive education consultant is designed for these liable for the final good fortune of the decision middle. it's full of information and techniques to help you do your activity larger and always trainer your CSR s to enhance their talents and the extent of provider they supply. The publication is prepared into 5 elements that drill all the way down to the manager s position: The altering function of the manager Motivating others growing powerful communications aiding CSR s interact as a crew Resolving conflicts among CSR s in precisely mins, you ll achieve perception and counsel that would show you how to switch from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum strength.

Show description

Read Online or Download 89 Learning Points for Coaching Call Center CSR's PDF

Best marketing & sales books

Creativity in Public Relations (Public Relations in by Andy Green PDF

Artistic enter is unavoidably required of the PR practitioner, and but many PR practitioners lack a true knowing of the artistic technique. Creativity in Public relatives addresses this case. It courses the reader via more than a few suggestions and advice for producing artistic principles, as defined by means of the "five Is" of the inventive technique: details, incubation, illumination, integration and representation.

New PDF release: 100 Great PR Ideas: From Leading Companies Around the World

Are you trying to find an excellent proposal or a few suggestion to make your PR and promotions more beneficial and leading edge? This ebook includes a hundred nice PR rules, extracted from the area s most sensible businesses. rules give you the gas for people and firms to create price and good fortune. certainly the facility of principles also can exceed the facility of cash.

How to Market the I S Department Internally: Getting the by L. Paul Ouellette PDF

A step by step examine how one can create an know-how, and appreciation of the worth of the data structures (IS) division. It addresses either beauty and demanding questions and explains the right way to strategically extend the dep. and show the worth of a good outfitted IS division

The Customer Service Intervention: Bottom-line Tactics for by Carolyn A. Martin, Bruce Tulgan PDF

Are you suffering daily to show front-line humans into nice provider groups? Do you are feeling a feeling of urgency approximately enhancing customer support? it is time for an intervention. The customer support Intervention bargains a realistic step by step software that might educate you ways to quickley investigate the effectiveness of your employees.

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

Example text

In other words, if you create a work environment that provides positive reinforcement for good work, you will increase the amount of this desired performance. There really isn’t any limit on the amount of R+ you can have, but you do need to be careful not to keep providing the same reinforcers all the time. 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.

Sincere and insincere d. Formal and informal 2. Recognition done incorrectly can actually be ineffective. a. True b. False 3. Which of the following is an example of providing positive reinforcement or R+ in the workplace? a. Punishing anyone who makes a mistake b. Denying CSRs promotions they have earned c. Ignoring the good performance of CSRs in a call center d. Providing rewards to CSRs for their hard work and accomplishments 4. It is important to employees to understand how their team at work is performing.

Problems can be identified earlier on in the process as a result of sharing this information. • People will be more motivated if they understand the results of their efforts by understanding their team’s score. • Where the team stands in relation to the competition will be better understood. • Everyone will be better able to focus on moving in the same direction toward achieving the goals of the team. qxd 9/8/2006 2:10 PM Page 32 Learning Point 22 Check Your Understanding 1. Recognition can be provided in which of the following ways?

Download PDF sample

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


by Anthony
4.4

Rated 4.10 of 5 – based on 5 votes