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

5th Edition

Stephen Coscia

CRC Press
Published January 11, 1999
Reference - 144 Pages
ISBN 9781578200467 - CAT# K16189

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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. ;