Combat the Excuses of a Monotone CSR!
It's a classic coaching situation. The CSR sounds like a monotone robot on valium (kind of like Marvin the Paranoid Android in Hitchhiker's Guide to the Galaxy for you sci-fi fans). You beg, you cajole, you implore the CSR to put a little inflection and enthusiasm in his voice. They usually give one of two excuses. Either they were having a bad day and couldn't help it, or they can't do it - "it's just not me." When I hear that, I always give the CSR this example.Technorati Tags:
CSR, QA, quality assessment, enthusiasm
posted by
the QA guy at
Wednesday, March 22, 2006
1 Comments:
It is difficult when coaching a CSR, you hope to get their buy-in but it seems like you've hit a brick wall. Motivation, coaching style plus methodologies are factors to make them listen.
By
Jam Mayer, at 5:45 AM
Post a Comment
<< Home