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Success as a CSR
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Duration: Self-study Description: 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. Table Of Contents: 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 |
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Catalog
Downloads
CertBlaster
ILT CustomCourse 5.0
ILT CustomCourse 5.1Store
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