Great Customer Service Starts with Great CSRs

2. The next step is to develop and implement a training program that will equip your CSRs with the tools and knowledge to succeed. At a basic level, this training should be formalized so that the information provided is consistent and that the expectations of your customers are continually addressed. Product/service knowledge needs to be learned and proficiency-tested. Role playing should be an integral part of the training program. CSRs should have seen their toughest customer in training, prior to answering the phone.