Attitude Always be upbeat, positive and friendly. You must believe in the University of Pittsburgh if you expect your staff to believe in what you are training them to do. Your energy and attitude will transfer to the callers. Friendliness will influence the callers trust in you. If they are here, they can do the job.
Style Always give positive feedback before constructive criticism.
This reinforces the things that they have done well while showing them how they can improve. Knowledge and Credibility Know all of the information that the callers need to know. This includes the scripts, case for giving, Pitt facts, responses to objections, negotiation and ladder technique, etc. Giving and receiving accurate information is essential to being a good supervisor. Portions of the following guideline were excerpted from a Virginia Tech Supervisor Training Manual.