Customer Service Representative's Roles & Responsibilities: Pinpoint Customer Service Skill Development Training Series

Customer Service Representative's Roles and Responsibilities clearly and succinctly illustrates what you need to know to competently handle your job, as well as the value of delivering quality customer service.

You will learn your role in delivering quality customer service and what is expected of you, and the life-long value of a customer and the financial impact of good customer service on your business.

You will also discover the consequences of poor customer service, and your personal impact on the customer that determines whether or not they will remain with your company.

You will be trained in proven strategies and techniques to develop competent and effective customer service skills, as well as in techniques that will show you how to develop a personal service attitude.

You will also learn how to handle the negative aspects of your job, as well as why the free flow of information is important in customer service.

As part of the Pinpoint Skill Development Training Series, each skill pack (book) delivers eight core concepts, designed to provide a complete 360 degree perspective on each topic. You are focused on a single concept at a time, including the implications, techniques and strategies to apply the concept, reflection points and a hands-on activity or action plan that transfers the concept into practice.

The step-by-step instructions are structured to achieve each of Kirkpatrick's Four Levels. Each of the eight core concepts is designed to cross-reference and reinforce all other concepts within the skill pack. The combination of all hands-on activities, are designed to produce a master action plan for the specific skill pack.

This skill pack is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions.

Each skill pack in the Pinpoint Skill Development Training Series was developed from proven strategies and techniques created by Timothy Bednarz to effectively train thousands of employees in Fortune 1000 companies since 1990.