Customer Service Over the Phone

Techniques and Technology for Handling Customers Over the Phone

Stephen Coscia (Autor)

Buch | Hardcover

144 Seiten

2017 | 5th edition
CRC Press (Verlag)
978-1-138-41222-4 (ISBN)

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Examines various important scenarios that a customer service representative is likely to encounter and shows how to best handle each situation. This guide also explains how to make effective use of voice mail, email, fax, and letters.

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

Erscheinungsdatum	05.09.2017
Verlagsort	London
Sprache	englisch
Maße	152 x 229 mm
Gewicht	453 g
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Mathematik / Informatik ► Informatik ► Theorie / Studium
	Technik ► Nachrichtentechnik
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
ISBN-10	1-138-41222-8 / 1138412228
ISBN-13	978-1-138-41222-4 / 9781138412224
Zustand	Neuware