Help
Desk & Support Center
Call Center
Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Service
Help Desk Institute
Telecom Books
Communication
Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training,
& Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)
Call
Center Courses
Telephony
Courses
ITIL
& Help Desk Courses
 |
Success as a CSR by Lloyd Finch, softcover, 144 pages, 1998, $15.95 |
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
-
Focus on Customer Service
-
Developing Professionalism
-
The Importance of Knowing Your Customer
-
Workshop: Developing Customer Satisfaction Skills
-
Measuring CSR Performance
-
Message to the CSR