[CCPro]

Praise her for her Techincal Skills and their value to your company. Then explain the impact that HER Customer's Experience has on the bottom line success of your company. Customer Loyalty and Retention are key drivers in any Call Center's success. Try to make her understand how her behavior on the phone can have a negative impact on this. I would set the expectation right up front that if any employee has a negative impact on revenue generation they would be considered for termination as a potential consequence. Offer the advice that not all people are cut out for customer service work and that if she is one of them, that this may not be the right industry for her to be working in. It doesn't make her a bad person, just a poor job fit. Help her "see" how she can have a positive impact on HER company and then ask for her committment to work towards that goal. I think you will find this a successful technique. If not, then your choice should be easy as to how to end this negative customer experience issue.

One final thought,,before you even think about conselling her on her Customer Service Skills do a real "gut check" first. What message does she receive from her company about Customer Service? Is the message loud and consistent that it is a driving value of top leadership, or like so many Call Centers is it a "lip service" message lost in the priority message of Service Levels and AHT ruling the day over all else? If it is a lip service message,,,ask yourself - is she the one really at fault here?

food for thought....