Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
Autor Stephen Cosciaen Limba Engleză Paperback – 11 ian 1999
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Specificații
ISBN-13: 9781578200467
ISBN-10: 1578200466
Pagini: 144
Dimensiuni: 152 x 229 x 10 mm
Greutate: 0.26 kg
Ediția:Revizuită
Editura: CRC Press
Colecția CRC Press
ISBN-10: 1578200466
Pagini: 144
Dimensiuni: 152 x 229 x 10 mm
Greutate: 0.26 kg
Ediția:Revizuită
Editura: CRC Press
Colecția CRC Press
Public țintă
Professional Practice & DevelopmentNotă biografică
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.
Cuprins
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
Descriere
Exceptional customer service is crucial to a successful phone-based business