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

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. ;

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

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. ;

Product details

• Authors: Stephen Coscia, Coscia Stephen
• Publisher: Taylor and Francis
• Languages: English
• Product format: Paperback / Softback
• Released: 11.01.1999
• EAN: 9781578200467
• ISBN: 978-1-57820-046-7
• No. of pages: 144
• Dimensions: 152 mm x 229 mm x 10 mm
• Weight: 260 g
• Subjects: Guides; Social sciences, law, business > Business > Advertising, marketing; BUSINESS & ECONOMICS / Customer Relations, COMPUTERS / Networking / General, TECHNOLOGY & ENGINEERING / Telecommunications, Communications engineering / telecommunications, Customer services, Computer networking & communications, Computer networking and communications