Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making—all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to:

Identify the roles and responsibilities of a call center staff

Prepare yourself to deliver quality service

Learn to communicate successfully

Identify current legislation, terminology, and technology affecting call center staff

Develop skills for building trust

Enhance telephone verbal skills and vocal quality

Build problem solving and decision-making skills

Learn to handle difficult customer situations

Improve your time-management and multitasking skills

Identify ways to control your stress level

Learn to recover from mistakes—yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through flexstudy.com.