Customer Service Over the Phone
Techniques and Technology for Handling Customers Over the Phone 5th Revised edition
By (author) Stephen Coscia
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Customer Service Over the Phone by Stephen Coscia
Book DescriptionExceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters.;
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Book DetailsISBN: 9781578200467
(229mm x 152mm x 7mm)
Imprint: CMP Books
Publisher: Taylor & Francis Ltd
Publish Date: 11-Jan-1999
Country of Publication: United Kingdom
Books By Author Stephen Coscia
Tele-stress, Paperback (January 1998)» View all books by Stephen Coscia
Stress in call centres can be a big problem. According to a survey, 98per cent of call centre employees experience at least one stressful call each day - mostly from irate customers. This book provides commom-sense strategies that cope with tele-stress, in order to create a more pleaseant environment.
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Author Biography - Stephen Coscia
Stephen Coscia is a customer service manager and a popular speaker on topics of customer service and handling irate customers. He is also the author of the best-selling book,Tele-Stress.
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