Wake up your call center: how to be a better call center agent
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
West Lafayette, Ind.
Ichor Business Books
1999
|
| Edition: | Rev. and expanded ed. |
| Series: | Customer access management
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XV, 143 S. Ill., graph. Darst. |
| ISBN: | 1557531692 |
Staff View
MARC
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| 100 | 1 | |a D'Ausilio, Rosanne |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Wake up your call center |b how to be a better call center agent |c Rosanne D'Ausilio |
| 250 | |a Rev. and expanded ed. | ||
| 264 | 1 | |a West Lafayette, Ind. |b Ichor Business Books |c 1999 | |
| 300 | |a XV, 143 S. |b Ill., graph. Darst. | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-009025252 | ||
Record in the Search Index
| _version_ | 1804128003900309504 |
|---|---|
| adam_text | Contents
Foreword xi
Who Should Read This Book xii
A Personal Note to the Reader xiv
Introduction: The Noble CSR s Call to Excellence 1
The Service Imperative 1
How Call Centers Answer the Service Imperative 3
Challenges Facing Today s CSRs 5
The Managerial Hoperatiorud Imperative: Humanize Your Call Center 6
The Training Imperative 8
1 Mixed Messages: Darned if You Do, Darned if You Don t! 14
Quality, Quality! But Hurry Up!! 14
All In One Call Handling vs. No Power 16
Follow the Script vs. Flow with the Customer 16
We Make No Exceptions vs. Egg on My Face 17
Empowerment vs. Override 18
2 Going, Going, Going—Gone South! 19
Hellomynameisrosannehowmayihelpyou? 20
Awareness Tips for Fast Talkers 20
Reminders to Breathe 21
What Do I Do When I Don t Know the Answer? 23
Truth or Consequences 23
The Hold Button 24
Transferring Calls 25
What Do I Do When I m Spacing Out? 25
Earth to Work Station 25
Staying Present on the Phone 26
What Do I Do While the Customer Is Talking? 27
Non verbal Attentiveness 28
Verbal Attentiveness 28
viii Contents
Five Levels of Listening 30
How to Question Customers 30
Listen, Acknowledge, Respond, Close 31
What Do I Do When I ve Heard It All Before? 31
Constant Callers 31
Complaints 32
Hardening of the Attitudes 35
What Do I Do When I ve Forgotten to Call the Customer Back? 35
Refraining Upset 37
Affirmations 38
Quieting the Mind 40
3 Not One More Call, Please! Handling Job Tension 41
Factors Heightening Job Tension 42
Nature s Own Tranquilizer 44
Comic Relief 46
Nursery Rhymes 46
Christmas Carols 48
Call Center Diseases 48
Relaxation Tricks 49
4 Help! I m Still Stressed Out! 51
Unproductive Reactions to Stress 51
Distress Resistant Formula 52
Optimal Lifestyle 52
Positive Attitude 56
Structured Action 57
Productive Responses to Stress 60
5 Why Can t You See What I m Saying? 63
Causes of Communication Breakdown 63
Using Muscle Words 66
Open and Closed Questions 67
Establishing Rapport. . . The Spirit of Service 68
Contents ix
Learning the Language of Service 68
Whom Are You Talking To? 69
What Language Are You Speaking? 72
Jukebox 77
Making Good Communication a Habit 78
6 How Do I Deal with the Calls from Hell? 80
War Stories 80
Others from the Field 84
Office Supplies 84
Cosmetics 85
Insurance/Medical 85
Retail 86
Conflict Management 87
The Blip 87
The Clash 87
The Crisis 88
C.A.R.E. 91
The Y2K Issue 96
Undercommit, Overperform 96
Ask Five Great Problem Solving Questions 97
Measuring the Financial Cost of Organizational Conflict 98
Worksheet Instructions 98
Factor 1: Wasted Time 98
Factor 2: Reduced Decision Quality 99
Factor 3: Loss of Skilled Employees 99
Factor 4: Restructuring 100
Factor 5: Sabotage/Theft/Damage 100
Factor 6: Lowered Job Motivation 101
Factor 7: Lost Work Time 101
Factor 8: Health Costs 102
What Is the Total Cost? 102
Nine Ways to Reframe 104
After Call Processes 106
Serenity Prayer 107
x Contents
7 Technical Support/Help Desks 108
A Special Tribute to Technical Support 108
Tech Support Humor: Why We Should Feel Sorry for Tech Support People 112
8 Thanks, You Made My Day! 114
Compliments—To the Next Level 114
Great Calls—Share, Share, Share 115
Clearing Meetings 116
9 Grab Bag of Additional Tidbits 119
Things to Do 119
Do Something Else 119
Pre recording Your Voice 119
Programming Positive Reminders 121
Raising Confidence 121
Inspirational Shorties 121
Motivational 122
Viewing Life 122
Accomplishment 122
Thinking of Yourself 122
Onion or Artichoke Theory 123
Green Blood Theory 123
Closing Thoughts 124
10 Change: Disaster or Opportunity? 125
Addressing Myths about Change 126
Six Stages of Change 126
Nine Critical Change Processes 128
Appendix A: Jerry s Story 131
Appendix B: Double G.O.D. Trucks 133
Appendix C: Memory Joggers 135
Appendix D: Software Incompatibilities 136
References 138
Index 141
|
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | Rev. and expanded ed. |
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| id | DE-604.BV013242881 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:42:20Z |
| institution | BVB |
| isbn | 1557531692 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009025252 |
| oclc_num | 40776803 |
| open_access_boolean | |
| owner | DE-945 |
| owner_facet | DE-945 |
| physical | XV, 143 S. Ill., graph. Darst. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Ichor Business Books |
| record_format | marc |
| series2 | Customer access management |
| spelling | D'Ausilio, Rosanne Verfasser aut Wake up your call center how to be a better call center agent Rosanne D'Ausilio Rev. and expanded ed. West Lafayette, Ind. Ichor Business Books 1999 XV, 143 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer access management Call centers Management Customer services Management Unternehmen (DE-588)4061963-1 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Callcenter (DE-588)4456666-9 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009025252&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | D'Ausilio, Rosanne Wake up your call center how to be a better call center agent Call centers Management Customer services Management Unternehmen (DE-588)4061963-1 gnd Callcenter (DE-588)4456666-9 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4456666-9 |
| title | Wake up your call center how to be a better call center agent |
| title_auth | Wake up your call center how to be a better call center agent |
| title_exact_search | Wake up your call center how to be a better call center agent |
| title_full | Wake up your call center how to be a better call center agent Rosanne D'Ausilio |
| title_fullStr | Wake up your call center how to be a better call center agent Rosanne D'Ausilio |
| title_full_unstemmed | Wake up your call center how to be a better call center agent Rosanne D'Ausilio |
| title_short | Wake up your call center |
| title_sort | wake up your call center how to be a better call center agent |
| title_sub | how to be a better call center agent |
| topic | Call centers Management Customer services Management Unternehmen (DE-588)4061963-1 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | Call centers Management Customer services Management Unternehmen Callcenter |
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