Customer Service Over the Phone

Techniques and Technology for Handling Customers Over the Phone
5th Auflage
ISBN: 978-1-57820-046-7
Verlag: CRC Press

Buch, Englisch, 144 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 217 g

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.;

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Coscia, Stephen

Fachgebiete

• Mathematik | Informatik EDV | Informatik Computerkommunikation & -vernetzung
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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

Über Autor(innen)

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.