Success as a Customer Service Representative » (New Edition)

Written for CSRs and their managers, this guide describes how creating customer loyalty can promote company growth while enhancing an individual's career. It presents in detail everything a CSR needs to know, and outlines key challenges and strategies to meet them. It also contains helpful tools for time management, and explains how a positive attitude can turn a hard job into a satisfying career.

Chapter 1: Focus on Customer Service What Is A CSR? Anatomy of A CSR The CSR Goal: Provide Quality Service You Bet the Job Is Demanding! Valuing the Customer The Employer's Expectation vs. The Customer's Needs Hard Skills vs. Soft Skills The Finale: A Customer - Focused Organization

Chapter 2: Developing Professionalism What Are Your Service Standards? CSR Empowerment Exercising Judgment CSR Self - Management Four Steps for Handling Your Workload STEP
1: Establish Priorities STEP
2: Manage Your Time Well STEP
3: Be Proactive and Less Reactive STEP
4: Keep a Positive Attitude Managing the Technology Self-Management Summary: Ten CSR Self - Management Principles

Chapter 3: The Importance of Knowing your Customer Meeting Customer Expectations Expectations Change Understanding Various Customer Styles The Assertive Customer The Detail - focused Customer The Relationship based customer What's Your Style? Managing the Customer's Perception

Chapter 4: Workshop: Developing Satisfaction Skills V: Workshop: Developing Customer Satisfaction Skills The Skills SKILL
1: The Steps of a Customer Conversation SKILL
2: Listening to the Customer SKILL
3: Basic Communication SKILL
4: Determining customer Satisfaction SKILL
5: Fact - Finding SKILL
6: Asking Questions SKILL
7: Product Knowledge SKILL
8: Working Toward a Stronger Relationship by Making the Customer Your Client SKILL
9: Developing and Implementing an Action Plan SKILL
10: Smaller Action Plans SKILL
11: Self - Appraisal Chapt4r
4:Measuring CSR Performance The CSR Evaluation System Ratings Skill - Improvement Plan (SIP) Developing and Implementing a Self - Improvement Plan

Chapter 5: Message to the CSR