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With the growth of e-commerce and tech support, the future for Customer Service Representatives (CSRs) is bright. In a call center, the CSR is the voice of the organization. As the customer's primary contact, the CSR projects the company image and displays a critical role in building and maintaining customer relationships. This book will increase your understanding of the challenges, skills, and competencies you need to succeed in your position as a CSR. This easy-to-follow, interactive book will give you the foundation you need to flourish in this fast-paced, demanding industry. After going through it you will:

• Handle calls professionally and effectively the first time
• Understand the impact of your attitude
• Use email, fax, and telephone to provide superior service
• Deal with job stress, angry callers, and upset customers
• Create a self-improvement plan for better service

Table of Contents

1. The CSR - A Powerful Voice
   • The CSR's Valuable Role
   • First Impressions Count
   • The Call Center Challenge
   • The Quality Call
2. Gaining the Professional Edge
   • Six Elements of Professionalism
   • Element 1: Manage the Customer Call
   • Element 2: Know Your Products and Services
   • Element 3: Be a Team Player
   • Element 4: Remain Customer Focused
   • Element 5: Take Responsibility
   • Element 6: Make a Commitment
3. The All Important Customer
   • Recognizing the Customer's Style
   • Tailoring Your Responses
   • Guidelines for Analytical and Assertive Customers
   • Understanding Your Own Behavioral Style
   • Eight Customer Needs
4. Building Your Communication Skills
   • Ten Essential Communication Skills
   • Skill 1: Listening Effectively
   • Skill 2: Extending Common Courtesy

   • Skill 3: Avoiding Statements that Give the Wrong Impression

   • Skill 4: Using the Customers Language
   • Skill 5: Gathering Customer Information
   • Skill 6: Satisfying the Angry Customer
   • Skill 7: Managing Technology
   • Skill 8: Writing Effective Email
   • Skill 9: Mental Scripting
   • Skill 10: Closing the Conversation
5. Attitude - Your Most Important Asset
   • Shaping Your Attitude
   • Choosing a Positive Attitude
   • Impact of Stress on Your Attitude
   • The Call Center Workload
   • Avoiding Office Gossip and Drama
6. A Plan for Self Improvement
   • Three Steps to Self Improvement
   • Step 1: Take Stock of Your Skills
   • Step 2: Define Your Objectives
   • Step 3: Develop Your Action Plan