CSR Training Manual

Being on par in terms
of price and quality
only gets you into the
game. Service wins
the game.
~ Tony Allesandra
Smile When It’s Appropriate
You should always look for opportunities to smile with a customer. Not
only does this show that you’re happy to help, but also that you feel
optimistic about the case. Having a pessimistic or uninterested attitude
lets the customer know that your attention is elsewhere and not focused
on solving the problem.
Avoid Unnecessary Movement
Fidgeting or making unnecessary movements can be distracting and take
the client’s attention away from the case. Or worse, they could suspect
you’re uninterested in the conversation and more focused on another
task. When speaking with a client or listening to their response, stand
still and limit motion to just your hands. Hand gestures can help portray
a point and show your enthusiasm for the situation. Just make sure you
don’t overdo it, as excessive hand gestures can be distracting as well.
Keep an Open Stance
Keeping an open stance may seem like a small detail, but it does make
you appear more approachable. When you face the customer — rather
than turning away — you seem more engaged in the conversation. It’s
also easier to maintain eye contact when you’re facing the person that
you’re speaking to.
Be Conscious of Your Tone
Tone can dramatically influence how your message comes across. It’s
important to keep your tone in check, especially when a situation isn’t
going as planned. Being monotonic can make you seem uninterested
while being too enthusiastic can make you seem insincere. Find a happy
medium with a casual, professional tone that’s friendly and agreeable.
Avoid Crossing Your Arms
In some cases, crossing your arms can seem intimidating. It can look
like you’re trying to persuade the client rather than helping them find a
solution. To avoid this, try to keep your arms by your sides if you’re not
using them to illustrate a point.
Speak Loudly, Clearly and Confidently
The volume of your voice can also indicate how confident you are in your
response. Be sure to speak clearly and avoid mumbling. Pay attention to
your cadence (rhythm) as well, as talking too quickly can confuse clients
and leave them with more questions than answers.
The goal as a
company is to have
customer service that
is not just the best but
legendary.
~ Sam Walton
experience. In addition, most often you are the person that everyone goes
to when they have a question; you keep the front desk in check; there
isn’t much that you, as a CSR doesn’t do!
When you take a position as a Customer Service Representative, it is
very important that you can work well under pressure while maintaining
a consistently pleasant and professional demeanor when communicating
with our clients, fellow team members, peers and the community as a
whole. Understanding your duties and how they affect the day-to-day
of the office’s dynamic will make your work decisions smarter and much
more effective.
Please always remember this: Do not minimize the impact that you and
your job performance have on clients, fellow team members and other
employees. Your job is exceptionally important.
MAIN DUTIES
Greeting Clients and Helping Them Find Their Way
The most important duty on your list is customer service. When a client
arrives, the following steps should occur:
• Greet them warmly
• Help them with their needs and offer them your help immediately
• Provide knowledgeable answers to any questions they may have
about our organizations operations.
In addition to in-person greetings, a customer service representative is
responsible for answering all incoming calls politely and efficiently.
You will be provided with a cheat sheet (example enclosed) that lists
important extensions and telephone numbers. Having these numbers
close by will eliminate wasted time, allowing you to go through different
calls much quicker. Always have a pen and paper nearby which will also
be helpful when taking messages.
ADMINISTRATIVE DUTIES
As a Customer Service Representative, in addition to managing the
schedules for practitioners and therapists, you will be asked to take care
of other miscellaneous, but very important tasks.
These may include the following:
• Order office supplies
FRONT DESK DUTIES
Customer Service Representatives are essential to any business. You are
professionals who are most often the first impression (first and last point
of contact) that anyone has of our organization, you are the “face of SMA”.
The way in which you treat and interact with our clients, family members,
the community, etc. has a definite impact on our client’s overall treatment
• File documents
• Make photocopies, scan documents and maintain working
knowledge of all office equipment
• Send and receive faxes
• Perform accounting/bookkeeping tasks
smahealthcare.org | 800.539.4228 8 CSR TRAINING MANUAL
smahealthcare.org | 800.539.4228
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CSR TRAINING MANUAL