Section A: The CSR: A Powerful Choice
* Self-Assessment
* You are the Organization
* The CSR's Job
* The Quality Call
Section B: Gaining the Professional Edge
* Manage Conversations
* Maintain Knowledge
* Be a Team Player
* Remain Customer-Focused
* Advocacy or Error?
* Personal Responsibility
* Make a Commitment
* Assessment
Section C: The All-Important Customer
* Understanding the Customer
* Analytical or Assertive?
* What Do Customers Need?
* Assessment
Section D: Building Your Skills
* Listening Effectively
* Common Courtesy
* Wrong Impressions
* Using Common Language
* Gathering Customer Information
* Open or Closed?
* Angry Customers
* You Take the Call
* Managing the Technology
* Writing Effective Email
* Email Aptitude
* Preparing a Mental Script
* Closing the Conversation
* Assessment
Section E: Attitude: An Important Asset
* The Impact of Your Attitude
* Plan for Self-Improvement
* Conclusion