Stephen Coscia

Customer Service Over the Phone

Techniques and Technology for Handling Customers Over the Phone

• Broschiertes Buch

Produktbeschreibung

Exceptional 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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Produktdetails

• Verlag: CRC Press
• Revised
• Seitenzahl: 142
• Erscheinungstermin: 11. Januar 1999
• Englisch
• Abmessung: 229mm x 152mm x 8mm
• Gewicht: 217g
• ISBN-13: 9781578200467
• ISBN-10: 1578200466
• Artikelnr.: 22209423

Autorenporträt

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.

Inhaltsangabe

Chapter 1: Avoiding Obstacles
Chapter 2: Solving Problems
Chapter 3: The Contain Process
Chapter 4: The Qualify Process
Chapter 5: The Correct Process
Chapter 6: Voice Mail Etiquette
Chapter 7: Handling E-mail and Letters
Chapter 8: Handling the Stress of Customer Service
Chapter 9: Changes in Customer's Behavior
Chapter 10: Customer Service Technology
Chapter 11: Where has Customer Service Been and Where is it Going