•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.