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1
Preparation
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Preparation
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Greeting Customers when taking inbound calls
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Calling a customer
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Greeting customers face to face
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During a Customer Service call
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Face to Face communication
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Dealing with difficult customers
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Words and sentences to avoid
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Positive and good language to use
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End of service
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2
Understanding the Company
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Understanding The Company and its Products and Services
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Policies and Procedures
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Boost Staff Morale
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Data Protection
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Anti-bullying Policy
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Health and Safety
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COSHH Training
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3
First Impressions and attitude
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First Impressions
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Attitude
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Use your initiative
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Be confident and know your products
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Team Building
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Attendance and Punctuality
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4
Time Management
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SMART (Specific, Measurable, attainable, Realistic, Timely)
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Organisation
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PTM (Preparation, technique and Motivation)
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Prioritization
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Scheduling Your Workload
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Reliability
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Working Under Pressure and reaching deadlines
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5
Leadership
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Leadership Skills
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Effective Communication/Being approachable
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Good listener
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Good relationships and Team Building
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Thoroughly trained on running a team
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Working with little Supervision
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Organizing a team
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Lead by example
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6
Being An Employer
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Know your business
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Being committed
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Know your employees and give them respect
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Care about your Employees
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Organizing Staff Rota
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Check employees work and let them know if you feel they need further training
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Be flexible in your approach
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Set Goals and Objectives for the company and staff
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7
Employee
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Working in Customer service
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Mirror the customer
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Show your personality
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Main Traits a Customer Service Agent should possess
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8
Conclusion
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Overall Summary
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Information
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CUSTOMER SERVICE AGENT CHEAT SHEET
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