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Question: I'm having a very difficult time with my four CSR, getting them to practice the "best practices" that I have put in place. They have not been supervised for 3 years and have falling into some really bad habits. They also have terrible attitudes towards the company. Any suggestions? Answer:
We'd like to make a a few suggestions for you on this issue. First, take a look at the following articles: Next, think about
your Performance Management system and your current best practices.
The answers exist in
the levels of communication, involvement and management you have in place.
If you want to learn more about Performance Management Processes that can
effect the performance and attitudes of your employees... | ||
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Question: I work in a call center that used to be a strictly service center. We now try to uncover client needs and make referrals to our telesales Associates. How can we provide traditional service center employees with the skills they need to be effective sales people? Answer:
Somewhere along the way sales got a bad rap. I’m sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or service. We have all survived
a contract we didn’t want or have things in our house that we were lured
into buying only to be disappointed in their performance or
usability. However, some of us
may be able to recall a good sales experience in which a conscientious
salesperson made us feel positive about our purchase. In these instances,
customer service made all the difference. During a good sales experience,
I feel as though the salesperson really listened to me, understood my
needs and provided a solution that would satisfy those needs. Great
customer service skills really drive an outstanding sales experience and
that is an invaluable trait to pass on to your Call Center customer
service representatives.
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To your success!
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