Tom Vander Wells of QAQnA was a guest blogger at Simplenomics (both very good blogs, by the way) where he provides us with "5 Steps To Improving Your Customer Service Reps":
Simplify. It’s important to give people a manageable ” to-do” list when it comes to improvement.
Prioritize. Make a priority of those things that will have the greatest impact.
Focus. Once you’ve set the priorities, stay “on message.”
Remind. If an agent has trouble remembering to use the customer’s name, I may make a little game of always greeting the CSR by name and using her name frequently in conversation.
Reward. Positive reinforcement is simple, powerful and costs you little or nothing. Celebrate the CSR’s improvement.
» Proof That Blogging Brings More Customers To Your Business from CustomersAreAlways
Congratulations to Tom Vander Well for reaching his first year blogging anniversary! Tom decided to give this blogging thing a try and he began sharing his experiences as a call center consultant. Check out Tom’s first post, The Secre... [Read More]
Tracked on: March 16, 2007 8:10 PM | Permalink to Trackback