Customer Service Over the Phone

Techniques and Technology for Handling Customers Over the Phone

Stephen Coscia (Autor)

Buch | Softcover

144 Seiten

1999 | 5th edition
CMP Books (Verlag)
978-1-57820-046-7 (ISBN)

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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. ;

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.

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

Verlagsort	Lawrence
Sprache	englisch
Maße	152 x 229 mm
Gewicht	260 g
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Technik ► Nachrichtentechnik
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
ISBN-10	1-57820-046-6 / 1578200466
ISBN-13	978-1-57820-046-7 / 9781578200467
Zustand	Neuware