Learning Points: 80 Activities and Actions for Call Center Excellence (Learning Points)

113 Pages·2004·5.79 MB·English

by  Peter R. Garber

Learning Points

80 Activities and Actions for
Call Center Service Excellence

Peter R. Garber

HRD Press, Inc. „ Amherst „ Massachusetts
Copyright © 2005, Peter R. Garber

The materials that appear in this book, other than those quoted from prior
sources, may be reproduced for educational/training activities. There is no
requirement to obtain special permission for such uses. We do, however, ask
that the following statement appear on all reproductions.

Reproduced from Learning Points: 80 Activities and Actions for
Call Center Service Excellence by Peter Garber, Amherst, MA:
HRD Press, 2005.

This permission statement is limited to reproduction of materials for educational
or training events. Systematic or large-scale reproduction or distribution—or
inclusion of items in publications for sale—may be carried out only with prior
written permission from the publisher.

Published by: HRD Press, Inc.
22 Amherst Road
Amherst, MA 01002
800-822-2801 (U.S. and Canada)
413-253-3488
413-253-3490 (fax)
http://www.hrdpress.com

ISBN 0-87425-807-3

Cover design by Eileen Klockars
Production services by Jean Miller
Editorial services by Sally Farnham
Table of Contents

Introduction.................................................................................................... vii

Part 1: Customer Service............................................................................ 1

Learning Point 1: Pre-Assessment.......................................................... 3
Learning Point 2: The Call Center—A Demanding Place to Work.......... 6
Learning Point 3: Customer Priority........................................................ 7
Learning Point 4: Customer Service Tips................................................ 8
Learning Point 5: Response Exercise..................................................... 9
Learning Point 6: Customer Service Factoids......................................... 10
Learning Point 7: Service Never Goes Out of Style................................ 11
Learning Point 8: Service Is Timeless..................................................... 12
Learning Point 9: More Customer Service Factoids................................ 13
Learning Point 10: Call Center Customer Service Self-Test................... 14
Learning Point 11: More Customer Service Tips.................................... 16
Learning Point 12: Missions Accomplished............................................. 17
Learning Point 13: Your Personal Mission Statement............................. 18
Learning Point 14: Writing Your Mission Statement................................ 19
Learning Point 15: Mission Statement Factoids...................................... 20
Learning Point 16: Part 1: Customer Service Key Learning Points......... 21

Part 2: Developing Telephone Skills.......................................................... 23

Learning Point 17: Really Listen to the Customer................................... 25
Learning Point 18: Give “Really Listening” a Try..................................... 26
Learning Point 19: Listening Tips............................................................ 27
Learning Point 20: Listening Skill Practice.............................................. 28
Learning Point 21: Listening Factoids..................................................... 29
Learning Point 22: Building Rapport on the Telephone.......................... 30
Learning Point 23: Rapport Building Tips................................................ 31
Learning Point 24: Rapport Examples.................................................... 32
Learning Point 25: Your Rapport Builders............................................... 33
Learning Point 26: Rapport Building Factoids......................................... 34
Learning Point 27: Understanding the Customer.................................... 35
Learning Point 28: Understanding the Customer Tips............................ 36
Learning Point 29: Customer Profiles..................................................... 37
Learning Point 30: Understanding the Customer Factoids..................... 38
Learning Point 31: Part 2: Developing Telephone Skills
Key Learning Points............................................................................ 39
iii
Part 3: Tools of the Trade............................................................................ 41

Learning Point 32: Customer Service Tools............................................ 43
Learning Point 33: Using the Wrong Tool............................................... 44
Learning Point 34: Tools of the Trade Tips............................................. 45
Learning Point 35: Customer Service Toolbox........................................ 46
Learning Point 36: Tools of the Trade Factoids...................................... 47
Learning Point 37: Be a Problem Solver................................................. 48
Learning Point 38: Reducing Hassles for the Customer......................... 49
Learning Point 39: Problem-Solving Tips................................................ 50
Learning Point 40: Checking for Problem-Free Customer Service......... 51
Learning Point 41: Problem-Solving Factoids......................................... 52
Learning Point 42: Building Customer Confidence................................. 53
Learning Point 43: Customer Confidence Tips....................................... 54
Learning Point 44: Hitting the Target...................................................... 55
Learning Point 45: Customer Confidence Factoids................................. 56
Learning Point 46: Part 3: Tools of the Trade Key Learning Points........ 57

Part 4: Working in Customer Service Teams............................................ 59

Learning Point 47: Teamwork................................................................. 61
Learning Point 48: Synergy 2 + 2 > 4...................................................... 62
Learning Point 49: Teamwork Tips......................................................... 63
Learning Point 50: Teambuilding Exercise.............................................. 64
Learning Point 51: Teamwork Factoids................................................... 67
Learning Point 52: Cubicle Neighbors..................................................... 68
Learning Point 53: Cubicle Rules............................................................ 69
Learning Point 54: Be a Good Neighbor................................................. 70
Learning Point 55: Cubicle Neighbor Tips............................................... 71
Learning Point 56: Good Cubicle Neighbors Exercise............................ 72
Learning Point 57: Cubicle Neighbor Factoids........................................ 74
Learning Point 58: Information Sharing................................................... 75
Learning Point 59: Outdated Information................................................ 76
Learning Point 60: Information Tips........................................................ 77
Learning Point 61: Information Sharing Word Search Exercise.............. 78
Learning Point 62: Information Sharing Factoids.................................... 80
Learning Point 63: Part 4: Working in Customer Service Teams
Key Learning Points............................................................................ 81
iv
Part 5: Call Center Customer Relations..................................................... 83

Learning Point 64: Reputations............................................................... 85
Learning Point 65: Advertisement Money Can’t Buy............................... 86
Learning Point 66: Reputations Tips....................................................... 87
Learning Point 67: Reputations Exercise................................................ 88
Learning Point 68: Reputations Factoids................................................ 89
Learning Point 69: Customer Expectations............................................. 90
Learning Point 70: Customer Problems.................................................. 91
Learning Point 71: Upset Customer Tips................................................ 92
Learning Point 72: Dealing with Upset Customers Exercise................... 93
Learning Point 73: Upset Customer Factoids......................................... 95
Learning Point 74: Building Tomorrow’s Business.................................. 96
Learning Point 75: Become a Sure Bet for Success............................... 97
Learning Point 76: Building Tomorrow’s Business Tips.......................... 98
Learning Point 77: 50 Ways to Get Your Customers
to Call Again Exercise......................................................................... 99
Learning Point 78: Building Tomorrow’s Business Factoids................... 100
Learning Point 79: Part 5: Call Center Customer Relations
Key Learning Points............................................................................ 101
Learning Point 80: Post-Course Assessment......................................... 103

v
Introduction
Working in a call center is a very important job. Customers from around the
country (and possibly the world) depend on you to provide the highest quality
service possible to meet their needs and requirements. Call centers provide a
unique opportunity for customers to make purchases or receive services from the
comfort and convenience of their own homes via their telephones. As the world
becomes more and more connected electronically through such things as the
Internet and e-mail, the popularity of this trend in customer service will certainly
continue in the future. As a member of a call center team, you are on the cutting
edge of this exciting and dynamic technological revolution that is taking place in
customer service today.

Understanding the principles of call center service is essential to meet the
requirements of customers who call into the center. Some of these principles are
unique to call centers and their customers. Others have universal application and
apply to dealing effectively with any customer regardless of the business or
situation. Use all these principles to provide the best service you possibly can to
your customers. You will find that not only will your customers feel good about
doing business with you, but you will be enriched by the experience as well.

These activities and actions for call center service excellence are designed to
help you better understand or review many of the basic principles of customer
service. Perhaps most important is to remember how you feel when you call
someone for assistance in a purchase or to receive a service. Think about how
you would want to be treated if you were on the other end of the telephone. Treat
the customer exactly that way and you will have learned the greatest lesson of all
in customer service.

These activities and actions for call center service excellence provide you with a
variety of ways to learn more about call center service. Some of these activities
and actions simply present an idea, fact, or concept related to call center service.
Others provide exercises, assessments, or quizzes to help you develop your call
center service skills. Regardless, each presents a different learning or skill-
building opportunity. The activities and actions are presented in five parts:

1. Customer Service (Learning Points 1–16)
2. Developing Telephone Skills (Learning Points 17–31)
3. Tools of the Trade (Learning Points 32–46)
4. Working in Customer Service Teams (Learning Points 47–63)
5. Call Center Customer Relations (Learning Points 64–80)

Good luck and we hope these principles will help you be successful on your job
in the call center.

vi
Part 1:
Customer Service

1
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Learning Point 1

Pre-Assessment
This first Learning Point provides you with an opportunity to assess your skills
concerning your role as a member of a call center service team. The correct
answers are provided following this assessment.

1. As a member of a call center team, you are part of the technical revolution
that is occurring in the customer service industry today.
A. True
B. False

2. The reason why the call center exists is because of the:
A. economy.
B. owner of the business.
C. competition.
D. customer.

3. The one constant in a call center is the need to provide____________ to the
customer.
A. refunds
B. service
C. directions
D. excuses

4. A call center’s mission statement is designed to communicate which of the
following?
A. The goals and objectives of the organization
B. The direction in which the call center is headed in the future
C. The importance of the customer to the business
D. All of the above

5. Effective listening doesn’t really have to take that much effort.
A. True. Effective listening just comes easily to everyone.
B. False. Effective listening requires your full effort and attention.

6. One of the services that customers expect from a customer service
representative is for you to help them solve problems.
A. True
B. False
3