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Barnes and Noble

The Five-Module Call Center Training System

Current price: $6.95
The Five-Module Call Center Training System
The Five-Module Call Center Training System

Barnes and Noble

The Five-Module Call Center Training System

Current price: $6.95
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This book is designed to assist the Call Center Supervisor in upgrading the skills of his Call Center Representatives. Call Center Representatives are important because they are the only point of contact you're your customers. They must know the company's quality assurance standards and be able to represent the company well. They often make the difference between a customer with a problem resolved and a customer who will not come back. Giving proper answers, having the proper attitude and tone of voice are, therefore, of utmost importance for the company. This booklet will take the Supervisor and employee through a systematic training regimen that will teach the basic methods for ensuring that the representative understands and uses correct rebuttals and skills with the customer. The Supervisor documents thoroughly all activities and results in order to ensure that the representative is thoroughly trained and understands the job.

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Barnes & Noble does business -- big business -- by the book. As the #1 bookseller in the US, it operates about 720 Barnes & Noble superstores (selling books, music, movies, and gifts) throughout all 50 US states and Washington, DC. The stores are typically 10,000 to 60,000 sq. ft. and stock between 60,000 and 200,000 book titles. Many of its locations contain Starbucks cafes, as well as music departments that carry more than 30,000 titles.

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