Winning with the Caller from Hell - Belding, Shaun
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Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT--listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer--is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.…mehr

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Produktbeschreibung
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT--listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer--is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
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Autorenporträt
Shaun Belding is the president of Belding Skills Development and CEO of Retail Track Mystery Shopping. He conducts seminars and workshops on personal development, customer service, selling, management, and leadership.