June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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91
Case 18
✍
Answering the Phone
Background Information
Jim Mullens likes supervising the Customer Service Unit. This unit is responsible for
updating customer accounts and fi les, as well as for providing information to customers
and other employees. Typically, the customer service representatives (CSRs) whom he
supervises answer questions about the services offered, provide informa tion about the
customer’s account, and modify the fi les so that they are up to date and correct. This
unit was formed only recently to handle the increasing volume of direct customer calls
more effi ciently by using the newly installed online customer information system. ...
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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.