Audio Podcast: Train Every Customer Facing Person!
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Regardless of how good Customer Service Representatives (CSRs) are at doing their job, they are likely to get complacent or go stale with the monotony that a busy call center sometimes brings. If at all possible keep them rotating between different response types (email/telephone) or switching between Front-office and Back-office functions. On less busy days, give constant achievers the opportunity to “Follow-the - (Team) Leader” – this is a great way to build understanding of what a team leader’s day consists of, and often helps personal development of CSRs. This way. You’ll remove some of the monotony and create a high level of motivation in your team.
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