Jane Horne is a Customer Service Representative at TSB Bank. She was awarded the CCNNZ (Customer Contact Network New Zealand) National Contact Centre Agent of the Year award in 2020. Her traits and mindset are exactly the ones to look for when you’re recruiting CSRs.

 

Jane's Top 3 Tips:

1. Having enthusiasm and passion for working with customers is vital (05:41).

2. Being skilled at asking open questions like “what”, “how” and “tell me about” separates high-performing CSRs from average performers (07:06).

3. Consider all customer service based backgrounds when it comes to recruiting CSRs, not just people who’ve worked in a contact centre before (11:10).

 

You'll Learn:

• The best tip Jane was ever told, which helps her prioritise customers waiting in the queue, and respect their time (03:12).

• The four pairs of shoes Jane packs in her bag each day, and how they help her bring her best-self to the job (04:24).

• The quick and easy way Jane saves time and stress during her work day (09:40).

 

Get the full show notes here: https://bravatrak.com/jane-horne-podcast 

Connect with Jane on LinkedIn here: https://www.linkedin.com/in/jane-horne-b400501b4/

Get your free copy of Game On here: https://bravatrak.com/game-on-book