Practice Makes Better Reps

Some people say that you either have the personality and qualities of a customer service rep or you don't.  And there may be some truth to that.  But I think at least 70% or more of the job is a skill set you can develop and practice.

1. We are what we repeatedly do. - Aristotle.
2. Men acquire a particular quality by constantly acting in a certain way. - Aristotle
3. Studies show that there are no "naturally gifted" people.  In other words all the great pianists and athletes got that way by practicing longer.  Doing it over and over again.  
4. No one gets it right every time.  No one is great in the beginning.  
5. You have to want to do it.  No one can make you better at this but you.
6. You have to choose to act, not react.  You will have to choose to do those things you learned in your training, instead of feeling its not natural, or why bother since you've screwed it up the last two calls,  or that's just not your style. 
7. It's hard.  But its a skill that makes every part of your world better.  If you can manage all your calls well, you may be able to manage any situation anywhere. 
8. It takes 10,000 hours of practice to be a master at anything.  That equals 5 years of full time work in a call center. Don't be feeling like this isn't your gig because you still get pissed off at the idiots 2 years into the deal.  Especially if you haven't been trying to improve in those two years.  
9. #8 only applies if  you actually are making the effort to implement the skills.  If you are answering the phone and reacting emotionally rather than controlling the call - you are mastering the wrong skill.  Sorry.  
10. Its not your boss's fault if you don't get better.  It's not your company's fault.  It's not your parents' fault.  Its your fault.  The good news is - you can't make your boss or your company or your parents do anything, but you can make yourself do anything.