Customer Service Over the Phone - Techniques and Technology for Handling Customers Over the Phone (Paperback, 5th edition)

Excellent customer service is crucial to a successful phone-based business - it can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative may encounter and shows how to handle each one. It tells how to ask the right questions and solve the problem in an efficient manner. It also explains how to make effective use of voice mail, e-mail, fax, and letters. Stephen Coscia's guide to customer service over the telephone shows how to accentuate the positive, how to determine the customer's problem and how to solve it as quickly and efficiently as possible. 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 one. It tells how to determine what the customer's problem is by asking the right questions, and then solving the problem in a timely and efficient manner. It also explains how to make effective use of voice mail, e-mail, fax, and letters.

General

Imprint:	CMP Books
Country of origin:	United Kingdom
Release date:	1999
First published:	2002
Authors:	Stephen Coscia
Dimensions:	229 x 152 x 7mm (L x W x T)
Format:	Paperback - Trade
Pages:	142
Edition:	5th edition
ISBN-13:	978-1-57820-046-7
Categories:	Books > Computing & IT > Computer communications & networking > General Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Professional & Technical > Electronics & communications engineering > Communications engineering / telecommunications > General
LSN:	1-57820-046-6
Barcode:	9781578200467

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