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. ;

This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ;

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.

This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work;
Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.