Every call a CSR takes is different. Though similar service calls might come up, each caller’s tone and personality will vary and as a result, so will the situation. That’s why it is important for your Csrs to be properly trained on how to automatically respond to anything a customer says, and how they say it. The last thing you want your CSRs to do is hesitate or not know how to reply to a customer. It is important to develop and train your call taker’s muscle memory so that they’ll be ready no matter the caller or customer circumstance.
Think about the movie “The Karate Kid,” when Mr. Miyagi teaches the importance of “wax on, wax off.” Remember when washing cars and painting fences actually turned out to be karate? This same method can be applied to your CSRs. Their goal is to be able to react the proper way every time with a customer, without having to think about it. It takes a lot of practice before you are able to automatically respond in a natural way, but that practice creates a consistency that will improve customer service and boost bookings.
The easiest way to teach CSRs how to automatically respond to any situation is through call experience and roll plays. A roll play call allows a trainer to improvise and provide CSRs with a difficult situation that may occur in a call. This allows CSRs to experience the different types of callers they’ll be dealing with and learn from their experience without the possibility of losing an actual customer. When done correctly, roll play calls give insightful feedback to the CSR that will teach them how they performed and where they can improve on a call.
Training CSRs to have this muscle memory with their calls is something that will not happen overnight. Like a professional golfer’s swing, it is a dedicated training process, and one that CSRs must practice repeatedly to get the proper motions down. If you’re ready to wow your customers and prove to them that your business knows how to handle any situation, contact us today. We offer the training needed to ensure your CSRs can automatically handle any call that comes their way.
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