Overview
This book comes complete with practical thoughts and techniques for individuals
working on the telephone with customers. With lively illustrations, this
book covers such points as:
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Reconciling mixed messages with quality
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Awareness tips for fast talkers
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Dealing with communication breakdown
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Handling Conflict
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Productive responses to stress
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Hardening of the attitudes.... and much more
Table of Contents
The Noble CSR's Call to Excellence
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The Service Imperative
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How Call Centers Answer the Service Imperative
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Challenges Facing Today's CSRs
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The Training Imperative
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A Special Tribute to Technical Support
Mixed Messages: Darned if You Do, Darned if You Don't
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Quality, Quality! But Hurry Up!!
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All-In-One_call Handling vs. No Power
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Follow the Script vs. Flow With the Customer
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We Make No Exceptions vs. Egg on My Face
Going, Going, Going -- Gone South!
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Hellomynameisrosannehowmayihelpyou?
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Awareness Tips for Fast Talkers
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Reminders to Breathe
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What Do I Do When I Don't Know the Answer?
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Truth or Consequences
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Transferring Calls
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What Do I Do When I'm Spacing Out?
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Earth to Workstation
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Staying Present on the Phone
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What Do I Do When the Customer is Talking?
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Non-verbal Attentiveness
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Verbal Attentiveness
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Five Levels of Listening
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Listen, Acknowledge, Respond, Close
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What Do I Do When I've Heard It All Before?
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Constant Callers
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Complaints
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Hardening of the Attitudes
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What Do I Do When I've Forgotten to Call the Customer Back?
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Reframing Upset
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Affirmations
Not One More Call, Please! Handling Job Tension
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Factors Heightening Job Tension
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Nature's Own Tranquilizer
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Comic Relief
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Nursery Rhymes
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Christmas Carols
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Call Center Diseases
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Relaxation Tricks
Help! I'm Stressed Out!
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Unproductive Reactions to Stress
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Distress-Resistant Formula
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Optimal Lifestyle
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Positive Attitude
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Structured Action
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Productive Responses to Stress
Why Can't You See What I'm Saying?
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Causes of Communication Breakdown
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Establishing Rapport... The Spirit of Service
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Learning the Language of Service
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Whom Are You Talking To?
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What Language Are You Speaking?
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Making Good Communication a Habit
How Do I Deal With the Calls From Hell?
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War Stories
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Conflict Management
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C.A.R.E.
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Problem-Solving Questions
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Nine Ways to Reframe
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After-Call Processes
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Serenity Prayer
Thanks, You Made My Day!
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Compliments -- To The Next Level
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Great Calls -- Share, Share, Share
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Clearing Meetings
Grab Bag of Additional Tidbits
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Things to Do
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Pre-recording Your Voice
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Programming Positive Reminders
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Raising Confidence
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Inspirational Stories
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Viewing Life
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Accomplishment
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Thinking of Yourself
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Green Blood Stories
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Closing Thoughts
Change: Disaster or Opportunity?
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Addressing Myths About Change
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Six Stages of Change
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Nine Critical Change Processes
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