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

List of contents

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

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

Examines various important scenarios that a customer service representative is likely to encounter and shows how to best handle each situation. This guide also explains how to make effective use of voice mail, email, fax, and letters.

Product details

• Authors: Stephen Coscia, Coscia Stephen
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 31.12.2017
• EAN: 9781138412224
• ISBN: 978-1-138-41222-4
• No. of pages: 144
• Subjects: Natural sciences, medicine, IT, technology > Technology > Electronics, electrical engineering, communications engineering; 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