April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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4.4 Recommended topics for CSR workshops 149
Chapter 4
Exhibit 4-3 Building Effective Listening Skills (Half Day)
Objectives
This interactive workshop will provide CSRs with the skills required to
determine customer needs, gather important information, and avoid
misunderstanding and frustration, resulting in positive customer percep-
tion and increased customer loyalty. It includes both individual/group
exercises and role playing. Participants practice their newly acquired
skills by applying them to their own simulated job environments. This
course will enable CSRs to
Assess their listening style and identify areas for improvement
Avoid the most common ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.