TYPE OF EXAM

•MULTIPLE CHOICE (2 POINTS EACH)

•TRUE OR FALSE (2 POINTS EACH)
•ESSAY (20 POINTS)
•READ ALL THE INFORMATION IN
THIS PRESENTATION. GOOD LUCK 
 Skill Requirements
• Hiring the right person for the job
is very important in the call centre
industry. In many instances, the
representative on the phone is the
first contact the customer will have
with the company.
• Call centre work is definitely a
Skill
Requirements
Professionalism
 Service is an Attitude
We live in a world of immediate satisfaction – 24-hour banking, overnight
delivery and access to the world by Internet.
 For customers, this means they can get what they want, when they want it.
 For you, the customer service representative (CSR), this means if you don’t
deliver, your competition will.
 Service is an attitude as much as it is an occupation. Your goal is not just to
provide customer service but to deliver customer satisfaction.
 To provide good customer service you must do more than follow a script or master
a few skills and techniques. You must have a sincere willingness to please people.
 Great customer service makes you feel good.
 • Your attitude is reflected not only
in your voice but also in the
words you speak.
• You can change your attitude by
Positive changing the way you speak.

Language • Using positive language shows

your enthusiasm and sincerity
and let the customer know what
you can do, not what you can’t or
won’t do.
Honesty
• Honesty is an important characteristic to have
in everyday life and even more so in the work
environment. Employers are looking for
someone who is honest, so they can trust them
to get the job done properly.
Willingness to Work
• Employers are looking for people with a positive
attitude and a willingness to do their job. Everyone
has off days for one reason or another but in general,
a willingness to work means you want to do well at
your job and find things to keep you busy while you
are there.
 • All employees have to accept
direction. It is part of the
job. The boss is responsible
Accepting for seeing that all day-to-day
Direction tasks are accomplished. If
the boss doesn’t direct the
employees, important things
don’t get done.
Appearance and
Grooming
What makes a positive personality?
APPEARANCE
• There is a belief that your "outer you" reflects your "inner
you". If you look untidy and sloppy, it is presumed that you
will do untidy and sloppy work. This isn't necessarily true,
but it is a common perception. Even in a Call Centre where
you never see your customer, you are often judged on your
appearance by those you work for and with.
 CONFIDENCE
• The first and most common kind comes from other people's views and
opinions of you. This is nice to have but not always dependable. If you get
your confidence from your job, you may easily lose your confidence if you
are suddenly fired or laid off.
• The second kind of confidence is much more important and that is the
confidence you have in yourself. This confidence grows when you really try
to achieve something, or when you lose something and grow through your
loss. It also grows when you learn to trust your judgments and perceptions.
When you learn to like and accept yourself, internal confidence grows.
 CREATIVITY
Creativity is the ability to think beyond the
obvious to solve problems.
Creative people think about problems and come
up with new and exciting solutions.
Creativity is a quality we all have but it must be
practiced. Develop a creative approach to your
work and life.
DETERMINATION
• Determination is sticking to it. Do not give up. See
things through to the end and use your creativity
to overcome problems. If you don't succeed the
first time, START OVER. By following things
through, your self-confidence will grow.
ENTHUSIASM
The major quality that employers look for is enthusiasm. It is
the greatest quality you have to sell.

a zest for living

interest in many things

curiosity

a high energy level at work and in life

IMAGINATION
• Use your imagination. Picture
yourself in positive situations. Use
your imagination to create the
person you most want to be. Feed
this image into your mind every
day and it will become true. You
will be able to live your life as you
"dream" it. You can use your
imagination to build your
confidence.
COMMUNICATING YOUR BEST
IMAGE
•Preparing to be on stage, looking your best,
creating good impressions- all are part of customer
relations. Good grooming is so critical that many
jobs require special uniforms to reach high
standards of dress. This is true even in call centers
where you never see the customer face to face.
REMAINING POSITIVE
•Many customer service people allow times of lag
time between customers to turn into boredom. This
often results in a negative attitude. When a customer
phone seeking service after one of these lag times,
the employee is often not ready. Staying alert and
positive to serve customers is a major challenge.