Tele-Stress - Relief for Call Center Stress

List of contents

Stop And Think; Introduction; Chapter 1 Gaining New Knowledge; Stress and Real Danger; Stress and Perceived Danger; Rational Thinking; Chapter 2 Irate Customers; React or Respond; Let Customers Vent; Your Voice; The Constructive Dialogue; Enigmatic Customers; The Dreaded Morning Call; Chapter 3 How We Learn; Inviting What is Conveyed; Never Give Up; Chapter 4 Grace Under Pressure; Think Before You Work; Physical Activity; Proper Diet; Self Talk; This Is Reality; Ten Strategies For Staying Courteous; Chapter 5 Section 1 -Aggregate Responses; Section 2 - Sensitive & Pragmatic Responses; Survey Summary; Screening For The Best CSRs Chapter 6 Conclusion

About the author

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.

Summary

Stress in call centres can be a big problem. According to a survey, 98per cent of call centre employees experience at least one stressful call each day - mostly from irate customers. This book provides commom-sense strategies that cope with tele-stress, in order to create a more pleaseant environment.

Product details

• Authors: Stephen Coscia, Coscia Stephen
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 31.12.2017
• EAN: 9781138412231
• ISBN: 978-1-138-41223-1
• No. of pages: 130
• Subjects: Natural sciences, medicine, IT, technology > IT, data processing > Data communication, networks; COMPUTERS / Information Technology, TECHNOLOGY & ENGINEERING / Telecommunications, computer science, Sales & marketing, Information technology: general issues, Sales and marketing, Computer networking & communications, Information technology: general topics, Computer networking and communications