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Description - Customer Service Over the Phone by Stephen Coscia

Good customer service can perserve and expand any client base. This work gathers together customer service techniques and strategies from the author's years of managing a busy call-centre. It incudes how to deal with customers by accentuating the positive and by not allowing the customer to feel attacked. It shows how to determine what the customer's problem is by asking the right questions, and then solving the problem in a timely and efficient manner. Techniques from written customer service are also addressed in a section that includes how to handle complaint letters. The author recognizes that the stresses involved in dealing with many customers over the telephone all day.

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Book Details

ISBN: 9781578200467
ISBN-10: 1578200466
Format: Paperback
(229mm x 152mm x 7mm)
Pages: 143
Imprint: CMP Books
Publisher: Taylor & Francis Ltd
Publish Date: 1-Jan-1999
Country of Publication: United Kingdom

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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.

Books By Stephen Coscia

Tele-Stress by Stephen Coscia
Hardback, June 2017
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Customer Service Over the Phone by Stephen Coscia
Hardback, June 2017
$274.50