June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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92
American Management Association / www.amanet.org
The Management Training Tool Kit
Case Discussion:
Answering the Phone
Summary
Jim Mullens is given the task of staffi ng the new Customer Service Unit. This unit was created in
response to a newly installed online customer information system. Now the customer service rep-
resentatives (CSRs) in the unit are expected to handle customer phone calls and answer any of the
full range of questions the customers might have.
Unfortunately, Jim was not including in planning for the unit, and he only had one week to com-
plete his assignment. He was fortunate to have recruited enough people to get the operation going,
but after three weeks, he is now concerned about how the reps are answering the phones. He ...
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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.