San Pedro Manpower Development Institute: MS.

CELESTIAL

CSRs Role

The Customer Service Representative (CSR) projects the companys image and plays a critical role in building customer relationships. A CSR must possess numerous skills and attributes to be successful in this profession. Some of the skills and attributes include: the ability to provide quality service on every call. The expertise to accurately assess the type of customer on a call. The talent to communicate effectively with customers. A positive attitude that transmits to customers, co-workers, and managers.

Call Center Challenge A call center is a demanding place to work. A rep must manage customer conversation, satisfy the needs of the customer, control the length of the call, and upon completion be prepared to immediately take the next call and repeat the process. The Quality Call Satisfying customer needs Professionally managing the call Extending courteous service Providing accurate information Controlling the length of the call. Demonstrating excellent product and service knowledge.

Six Elements of Professionalism 1. 2. 3. 4. 5. 6. Manage the customer call Know your products and services Be a team player Remain customer focused Take responsibility Make a commitment

The Service Mentality Principle Empathy Having capacity for understanding, being aware of and being sensitive to the feelings, thoughts and experiences of a customer. Having the capacity to see the problem from their point of view Intellectual or emotional identification with customers, acknowledging their feelings. Enthusiasm Bringing an observable high level of energy or interest to a project or a situation.
Call Center Finishing Course

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San Pedro Manpower Development Institute: MS. CELESTIAL

CSRs Role

Contained level of energy directed at solving your customers concern. Demonstrated through tone of voice, pitch, inflection, and pace. Ownership Possessing the commitment to solve a problem or steering it to someone who will Personally attending to or taking charge of customers concerns Partnering with the customer to solve the problem Responsibility Living up to previously agreed upon commitments Demonstrating accountability and living up tp commitments made to customers Taking action and following through on promised deliverables. Adaptability Having the flexibility to effectively deal with different types of customers and situations Being accepting and tolerant Suspending judgment of customers and situations Balance Having the capacity to successfully satisfy the customer while taking into account the resources and needs of your organization Providing quality service to the customer while upholding the policies and procedures of the organization. Finding a solution that is fair for the customer as well as for the organization Resiliency Having the ability to bounce back from adversity, setbacks, or a difficult situation, and not taking the frustration from prior events out on the next situation Maintaining a standard of service despite dealing with challenging customers Remaining composed in the current interaction despite being hammered by the customer

Call Center Finishing Course

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