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.

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

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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?

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

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