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While each customer service job is somewhat different, the skills and disciplines necessary for success as a Customer Service Rep, or CSR, in any job are remarkably similar. Written for CSRs and their managers, this guide describes in detail everything a CSR needs to know to succeed. Presented are the key challenges of the position and workable solutions to meet them. It also contains helpful tools for time management and explains the secrets of the CSR attitude that turn a hard job into a satisfying career.

Table of Contents

1. Focus on Customer Service

2. Developing Professionalism

3. The Importance of Knowing Your Customer

4. Workshop: Developing Customer Satisfaction Skills

5. Measuring CSR Performance

6. Message to the CSR