Customer Service Center Personnel Management

Author: Rozana Dosilio
Publisher:
Publish Date: 2004-03-01
Features: With the explosive growth of e-commerce, customer needs are constantly evolving. This third edition of the book addresses this issue timely. These fresh materials powerfully illustrate the importance of strengthening the human element. Introduce this book to your CSR team so they can have the necessary tools to serve customers. Use this book as a reference or a resource. Give your frontline staff the necessary support, and they will give you the return on investment. How to train and motivate excellent frontline customer service representatives (CSR) is a major challenge for call center managers today. This book provides comprehensive practical ideas and techniques for CSR. Customer Service Center Staff Management offers comprehensive and practical ideas and techniques for customer service, presenting fresh perspectives on handling pressure, adapting to change, self-motivation, listening skills, quality service, professional skills, and humanization. The customer service center is no longer a financial burden for the company but a part of the company's profit strategy. Therefore, both frontline employees and managers will benefit from this book.