Download 89 Learning Points for Coaching Call Center CSR's by Peter R. Garber PDF
By Peter R. Garber
The conventional position of the decision heart manager is a specific thing of the prior. Being a good trainer is quickly changing into the main helpful asset you could supply your staff, name heart and association. This interactive education consultant is designed for these liable for the final luck of the decision middle. it's choked with assistance and methods that can assist you do your activity larger and constantly trainer your CSR s to enhance their talents and the extent of provider they supply. The ebook is geared up into 5 elements that drill all the way down to the manager s position: The altering position of the manager Motivating others developing powerful communications assisting CSR s interact as a crew Resolving conflicts among CSR s in precisely mins, you ll achieve perception and assistance that would aid you switch from telling staff what to do to and making sure the paintings will get performed to training staff to arrive their maximum capability.
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Extra resources for 89 Learning Points for Coaching Call Center CSR's
Qxd 9/8/2006 1:55 PM Page 47 Learning Point 33 Be Aware of Communications Obstacles It is important to understand what many of the obstacles are to effective communications. Realize that people hear different things than what may have been intended. Check for other people’s understanding of the messages you send to them by asking them to repeat what they understood back to you. Then if any misunderstanding exists, you can clarify or correct. qxd 9/8/2006 1:55 PM Page 48 Learning Point 34 Different Meanings To illustrate just how many different meanings one word can have, consider the following definitions for the word fast: • A person is fast when he/she can run rapidly.
Uncomfortable and comfortable c. Sincere and insincere d. Formal and informal 2. Recognition done incorrectly can actually be ineffective. a. True b. False 3. Which of the following is an example of providing positive reinforcement or R+ in the workplace? a. Punishing anyone who makes a mistake b. Denying CSRs promotions they have earned c. Ignoring the good performance of CSRs in a call center d. Providing rewards to CSRs for their hard work and accomplishments 4. It is important to employees to understand how their team at work is performing.
Qxd 9/8/2006 2:10 PM Page 26 Learning Point 16 Reinforcement Why do people act the way they do? Research shows that people act the way they do for a variety of reasons, but one factor that is often found to be most important is reinforcement. Simply stated, people do something for which they will be positively reinforced. If something is reinforcing to someone, he or she will be much more likely to repeat that behavior in the future. This is what is called positive reinforcement. Positive Reinforcement—R+ Positive reinforcement or R+ is a term that means that the result of a particular behavior was positive and therefore reinforced or strengthened.