Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual

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
Purchase Options

More Program Information

Why Lorman?

Over 32 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
Purchase Options

More Program Information

Why Lorman?

Over 32 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

This course was last revised on September 22, 2016.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

No credit available.

Purchase Options

More Program Information

Why Lorman?

Over 32 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 of RecruiterGuy.com

• Practice emphasizes all aspects of recruitment, recruitment motivation, and training

• With the advantage of 38 years of professional top talent attraction expert experience, conducts regular speeches, webinars, and workshops on numerous topics touching upon recruitment and professional job search

• Recognized as professional speaker by National Speakers Association https://www.espeakers.com/marketplace/profile/23767

• Author of several publications related to the areas of recruitment including 2 published books, RecruiterGuy’s Guide To Finding A Job, and Employee 5.0 Secrets Of A Successful Job Search In The New World Order

• Co-author of The Positive Aspects of Diversity Hiring white paper for SmartSearch ATS, 90 television appearances including CNN’s Headline News, numerous radio appearances nationwide, and many internet podcasts; recent television interview, https://www.youtube.com/watch?v=ve-5YinOmak&t=7s, Why The Best Qualified Candidate Is Rarely Hired

• SHRM, National Speakers Association, Park City Toastmasters

• B.A. degreee in english, Assumption College

• Can be contacted at 435-714-4425, [email protected] or on Twitter @RecruiterGuy81

Purchase Options

More Program Information

Why Lorman?

Over 32 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!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

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.

Product ID: 399055
Published 2016
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!