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Overview:

For any company in any industry, the mandate is clear: Provide exceptional customer service. For technical support, account updates, or new product information, the Customer Service Representative (CSR) is the primary point of contact. The effectiveness of the CSR, therefore, is critical to the overall customer experience and ultimately to the success or failure of a business. The Internet and technology have fueled the growth and improved the effectiveness of online self-service capabilities and other new tools for customer service. But for telecommunications companies, the relationship with customers is still centered on person-to-person interaction, whether on the phone, on the web, or in physical retail outlets. To boost CSR effectiveness, education is critical - from new product training to sales skills development and more.

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Format:PDFSize:80 KB
Date:Sep 2006
Pages:5

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