Stephen Coscia

Tele-Stress (eBook, ePUB)

Relief for Call Center Stress

• Format: ePub

Produktbeschreibung

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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Produktdetails

• Verlag: Taylor & Francis
• Erscheinungstermin: 11. Januar 1998
• Englisch
• ISBN-13: 9781040158845
• Artikelnr.: 72244926

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

Stop And Think
Introduction
Chapter 1 Gaining New Knowledge
Stress and Real Danger
Stress and Perceived Danger
Rational Thinking
Chapter 2 Irate Customers
React or Respond
Let Customers Vent
Your Voice
The Constructive Dialogue
Enigmatic Customers
The Dreaded Morning Call
Chapter 3 How We Learn
Inviting What is Conveyed
Never Give Up
Chapter 4 Grace Under Pressure
Think Before You Work
Physical Activity
Proper Diet
Self Talk
This Is Reality
Ten Strategies For Staying Courteous
Chapter 5 Section 1 -Aggregate Responses
Section 2 - Sensitive & Pragmatic Responses
Survey Summary
Screening For The Best CSRs Chapter 6 Conclusion