Learning Points: 80 Activities and Actions for Call Center Excellence [Paperback]

Peter R. Garber (Author)

Book Description

Publication Date: November 2004 | Series: Learning Points

80 fun and effective activities that teach your employees the unique principles of call center customer service

Learning Points: 80 Activities and Actions for Call Center Service Excellence

Organizations with call centers are on the cutting-edge of an exciting and dynamic technological revolution that is taking place in customer service today. To succeed, your employees must understand the principles of call center customer service and how to apply them in an increasingly complex and challenging environment.

With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center.

These fun, engaging, and easy-to-use activities provide a variety of ways to learn more about call center customer service and how to satisfy callers’ heightened expectations.

In just minutes, your employees will gain insights, tips, and guidance that will enable them to…

• Build rapport on the telephone
• Take time to really understand the customer
• Use technology, customer information, and other tools of their trade effectively
• Provide solutions to customers, not more problems
• Support their team and contribute to its success however they can
• Help other team members by sharing information
• Respond to problems in ways that ensure they keep the customer’s business

Editorial Reviews

About the Author

Peter Garber has been employed with PPG Industries for over twenty years, from which his writing and internal consulting expertise is based. Peter is a graduate of St. Bonaventure University where he received a Masters of Science in Guidance and Personnel. He also received a Bachelor of Arts degree in English at the University of Pittsburgh. Peter is the author of a number of business-related books as well as articles and learning instruments on a variety of subjects, including Coaching Self-Directed Workteams; 30 Easy-to-use-Reengineering Activities; 25 Skill Building Activities; Diversity Explorations; 101 Stupid Things Supervisors Do To Sabotage Success; Team Skill Builders; 25 Customer Service Activities; Managing By Remote Control; 101 Ways to Build a Better Relationship With Your Customer; 25 Sales Strategies and Activities; Turbulent Change: Every Working Person's Survival Guide; Adventures at Work: Experiencing Work as a Movie; Career Roads: Mapping the Journey to you Goals; Walking the Talk: Identifying and Eliminating Organizational Inconsistencies; Career Development Camera; TeamScores: Measuring and Communicating Performance; Today and Tomorrow: The Supervisor's Changing Role; How Well Does Your Organization Manage Change?; Fugitive E-Mails: The Challenges of Electronic Communication; Customer Service Mindreader; and 10 Natural Forces for Business Success.

Product Details

• Paperback: 112 pages
• Publisher: HRD Press, Inc. (November 2004)
• Language: English
• ISBN-10: 0874258073
• ISBN-13: 978-0874258073
• Product Dimensions: 9.9 x 7 x 0.3 inches
• Shipping Weight: 9.6 ounces (View shipping rates and policies)
• Average Customer Review: 1.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,116,786 in Books (See Top 100 in Books)

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Most Helpful Customer Reviews

2 of 3 people found the following review helpful:

1.0 out of 5 stars Light on Content, January 29, 2009

By 

S. Close "S. C." (Farmington Hills, MI) - See all my reviews
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This review is from: Learning Points: 80 Activities and Actions for Call Center Excellence (Paperback)

I was quite disappointed with this book. It contains general suggestions and broad principles, but very few items that a trainer can put to immediate use. In other words there is a lot "should do" and very little "how to." It is not a good value.