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Making a drama out of customer service

By Elizabeth Eyre (February 2008 Issue)
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Being a customer service agent (CSA) at a local council is no picnic. Most of the calls or visits you get are from people who are distressed, angry, upset, demanding or irritated, and they almost always want you to do something that you’re just not able to do.

This kind of constant, relentless negativity is bound to take its toll on employees’ morale, engagement and judgment. It also means they need their customer service skills regularly refreshed as well as opportunities to relax, let off steam and have a bit of fun.

Many organisations that employ CSAs, most notably call centres, have turned to e-learning to train their staff, mainly due to the difficulties in taking time off for face-to-face training – there’s always got to be someone there to answer the phones or man the enquiry desk – or in getting a number of different teams together.

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