Understand the proper ways to set CSR goals that will motivate and ultimately give your clients a better experience.
The pressure of responding to client calls may sometimes create an unmanageable process that instead of drawing clients closer to your company, actually drives clients away. Therefore, setting CSR goals that are reasonable and providing training to new customer service representatives is critical. If the goal setting metrics are unreasonable, the CSR will not try to attain them. This topic helps customer service to understand and communicate the importance of their role to staff, then use their top and second tier performers' results to guide the goal setting in the future. This process leads to happier CSRs. For customer service representatives, it provides a structure to create their own goals to present to their managers for the coming months. This creates a perception of an individual who has the ability to lead. More importantly, it leads to happier clients.
Add to Wishlist
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Why Are Customer Service Representatives Important?
- Face to the Public
- Product/Service Knowledge Professionals
- Build Client Confidence in Product/Service
What Is an Easy to Remember Way to Set Goals?
- SCAMPS
- Importance of Proper Goal Setting
- Getting Traction With Goal Setting for CSRs
How Do You Set CSR Goals?
- Identify the Complexity of Their Knowledge Required
- Understand the Time It Takes to Learn Products
- Communicate the Importance of CSRs
- What Is Your Experience With Your Excellent CSRs Learning and Applying Product Knowledge?
- In Company's Experience, How Many Calls Should a CSR Be Able to Handle After One Month, Three, 6, 9 and 12 Months?
- How Long Does It Take to Apply Upselling to Customer Communications?
Motivating CSRs
- Internally Motivated
- Externally Motivated
- Importance of Recognition
Add to Wishlist
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on September 22, 2016.
Call 1-866-352-9540 for further credit information.
Add to Wishlist
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Bill Humbert
RecruiterGuy.com
- Owner, RecruiterGuy.com
- One of the rare individuals who is an active recruiter for more than 39 years and an active Sr. Career Transition Consultant
- Speaks to audiences on both sides of the desk, recruiters and candidates; he is the candidate whisperer, and he knows and understands the predicaments each side faces
- Recognized as an expert in both talent acquisition and career transition, he has 111 live television interviews; has been quoted in the NY Times and internationally in The Province, Vancouver, British Columbia
- Published author of Employee 5.0: Secrets Of A Successful Job Search In the New World (his second book) and has signed a publishing contract for writing a series of books titled the RecruiterGuy.com Series; the co-author of the white paper (with Cyndy Trivella), The Positive Aspects of Diversity Hiring free download available - https://www.aps2k.com/diversity-ebook/
- Recognized as a professional speaker with the National Speakers Association - https://www.espeakers.com/marketplace/v3#/ profile/23767?resumeSearch=0
- Over the past year he has presented more than 23 webinars for four different webinar companies on assorted recruitment-related topics; he has spoken at regional SHRM Conferences in Illinois and Utah
- An enthusiastic speaker who entertains audiences while helping them improve their skills
Add to Wishlist
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
- Live Webinars
- MP3 Downloads
- Course Manuals
- Executive Reports
- White Papers and Articles
Additional benefits include:
- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
Access to all training products for one year
$699/year
Unlimited Lorman Training
With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!
Easy Registrations
Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.
Invest in Yourself
You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.
