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.
More Program Information
Why Lorman?
Over 34 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
More Program Information
Why Lorman?
Over 34 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 Course
This course was last revised on July 19, 2018.
Call 1-866-352-9540 for further credit information.
More Program Information
Why Lorman?
Over 34 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 & Associates
- Owner and president of JJ Lauderbaugh & Associates
- Practice emphasizes all aspects of customer service management and performance improvement, specializing in call centers and help desks; 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]
More Program Information
Why Lorman?
Over 34 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.
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.