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How to Successfully Interview, Hire and Retain Your Next CSRs

Learn the questions you need to ask and the answers you need to hear when hiring your next successful CSR.

Many customer service managers and representatives, account managers, credit and billing managers, technical and support managers and operations managers find their front line CSRs coming and going much like a revolving door. It can be difficult to hire and keep CSRs as this is often an entry-level job. Yet, CSRs are crucial to the business. They are usually the first and last impression in every customer interaction. Managers often lack the experience or knowledge on how to successfully hire and retain excellent CSRs. This topic helps them interview with more confidence and success. It gives them information regarding how to describe and attract the ideal CSR for their company. It will enable them to identify the traits and personalities that will work best in dealing with all kinds of customers. It will help them define the questions to ask and the best answers to expect. Examples of questions, job descriptions and different methods of interviewing will help managers recognize which candidates have the most potential for their customer service positions, plus pointers on how to keep them after they are hired will be given. This topic is important to help you cut down on your frustration; time and money spent hiring new CSRs.

Runtime: 63 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

How to Define Your CSR Needs

  • Work Done in Person, on Phone or Both
  • Necessary Soft Skills, Computer, Technical
  • Job Description Samples

How to Ask Right Questions and Listen for Right Answers

  • First Impression, Visual and Verbal
  • Interactive Question and Answer Examples
  • Red Flags to Watch and Document

How to Conduct Different Kinds of Interviews

  • One on One, Several on One and Group Interviews
  • Processes to Follow
  • Analyzing Reactions

How to Keep CSRs After They Are Hired

  • Give Training, Support and Appreciation
  • Model the Behavior Yourself
  • Become the Manager of Choice
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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

JJ Lauderbaugh, CMC

JJ Lauderbaugh, CMC

JJ Lauderbaugh & Associates

  • Owner and president of JJ Lauderbaugh & Associates
  • Practice emphasizes all aspects of customer service management and performance improvement, specializing in call centers and helpdesks; she has been an international keynote speaker, trainer, facilitator, author and certified management consultant (CMC) for over 25 years
  • Conducts seminars and workshops on numerous customer service and management subjects across all industries
  • Wrote numerous publications related to the areas of customer service management
  • Certified Management Consultant (CMC), Certified Image Consultant
  • Member of the National Speakers Association
  • Can be contacted at 408-445-1590 or [email protected]
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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: 397441
Published 2016
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