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Appropriate and Effective Goal Setting Strategies for the Customer Service Representative

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.

Runtime: 59 minutes
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Why Lorman?

Over 31 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
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Why Lorman?

Over 31 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 Webinar

No credit available.

Audio & Reference Manual

No credit available.

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Why Lorman?

Over 31 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

Bill Humbert

RecruiterGuy.com

  • Owner, RecruiterGuy.com
  • One of the rare individuals who is an active Recruiter for more than 36 years and an active Sr. Career Transition Consultant
  • Speaks to audiences on both sides of the desk – Recruiters and Candidates and he knows and understands the predicaments each side faces
  • Recognized as an expert in both talent acquisition and career transition, he has 73 Live Television interviews; has been quoted in the NY Times and internationally in The Province, Vancouver, British Columbia
  • Published author of RecruiterGuy’s Guide To Finding a Job 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. Last Fall, he spoke at the Rockford, Illinois Area SHRM Fall Conference on Make Your Company ROaR (Recruit, Onboard, and Retain)!
  • An enthusiastic speaker who entertains audiences while helping them improve their skills
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Why Lorman?

Over 31 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.

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Product ID: 399055
Published 2016
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