Customer Service Representative Training |
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Customer Service Representative Training |
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Customer Service Representative TrainingIn the call
center setting, customer service representative training needs to cover
topics that may not be applicable to other environments. Certain aspects
of Customer service representative training, like soft skills are always
relevant but a good Customer service representative training program is
not complete without covering topics like computer skills, effective
communication, telesales, and general telephone handling skills. Computers
Training Call
centers these days cannot function without the use of computers. Call
center agents must be well versed on company specific and main steam
programs in order to do their job well. Also, reps should be able to type
at 25 - 50 wpm. Basic computer training should cover windows based
applications that require pointing, clicking, sizing, moving, scrolling,
and other functions Communication
Training Starting
with in depth coverage of listening skills, the customer service
representative training should teach reps how to ask open and closed ended
questions. In addition, a section on properly choosing the words used to
convey a point is a must. Telesales
Training With
mounting pressure to create revenue whenever possible. customer service
representative training must teach reps that everyone is a sales person.
Agents must be thought how to recognize up sales opportunities, and how to
identify hidden customer needs. Of course, the customer service
representative training should spend a good amount of time on overcoming
resistance and objections, as well as discussing the various closing
techniques used by the pros. Telephone
Skills Given the fact that call center agents will spend their entire day on the phone, the customer service representative training must include extensive discussions about that aspect of the job. While the training should cover the mechanics of answering calls various role play scenarios, the most effective customer service representative trainings should also teach reps how to avoid exhaustion and how to remain focused on the calls. Taking calls 8 hours a day can easily become a monotonous and unchallenging (mentally) process that can turn the best agent into an ineffective worker. Proper training call help agents keep on top of their game as they go through their day. |
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