5th Edition

Customer Service Over the Phone Techniques and Technology for Handling Customers Over the Phone

By Stephen Coscia Copyright 1999
    144 Pages
    by CRC Press

    144 Pages
    by CRC Press

    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. ;

    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

    Biography

    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.