Managing for Service Excellence
Take the first step toward creating excellent, successful Customer Service Representatives with CSR Inc.’s Managing for Service Excellence workshop. Unlike other call center coaching workshops, the program furnishes support personnel with the call center quality assurance tools they need to coach on call center performance standards and help their employees consistently reach them. In addition, the workshop develops essential call monitoring coaching techniques. The result is a call center performance improvement solution to strengthen sales, service and customer retention.
Workshop Overview
This three-day workshop provides a step-by-step approach to the monitoring and coaching process, including a significant focus on conducting coaching sessions with employees. Participants gain a clear understanding of the quality standards, monitoring process, and how to utilize the collected evaluation data in a positive, non-threatening manner. Hands-on experience in coaching and motivational techniques is provided, as well as guidance on how to set appropriate performance goals.
The Workshop:
- Stresses the importance of the supervisor’s role as a leader.
- Provides a detailed study of customer service representative performance standards that define exceptional service
- Calibrates supervisors to provide consistent and fair performance evaluations.
- Provides techniques for conducting effective coaching
- Introduces call center quality monitoring tools and provides detailed instructions on their use
- Reviews methods of rewarding employees for excellent performance.
- Reinforces the critical quality assurance program steps, i.e. timing, tracking and goal-setting to achieve improving quality in call centers.
Results
Preparing your supervisors to be better coaches will result in:
- Happier, more successful customer service representatives
- Improved performance measurability and accountability
- Greater operational effectiveness and profitability
Format
A CSR Inc. Trainer facilitates this workshop at a location of your choice.
Pricing may vary. Proposals available upon request
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