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• Allow a pause of a few secondsShh­h­h­h­h­h­hhh! When lis­ten­ing, allow a pause of a few sec­onds before you respond. Often, this will encour­age the cus­tomer to con­tinue talk­ing – giv­ing you more infor­ma­tion about how you can be of service!
• Mission PossibleA mis­sion state­ment is a brief, terse dec­la­ra­tion of the company’s aims. It is a gen­eral overview of what kind of “per­son­al­ity” the com­pany wants to have. A mis­sion state­ment spe­cific to your work as a CSR will inspire you to bring more mean­ing to your job, more sat­is­fac­tion to your cus­tomers, more busi­ness to [...]
• When responding to a customer's request, speak loudlyWhen respond­ing to a customer’s request, speak loudly enough to be heard, but not so loudly that you appear aggres­sive. If the cus­tomer is coop­er­a­tive and pleas­ant, match the customer’s pace. If the cus­tomer is in a hurry, increase your pace slightly to show urgency. If you are giv­ing com­plex infor­ma­tion, reduce your pace and [...]