Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Winning with the ... from Hell Series) Book + PRICE WATCH * Amazon pricing is not included in price watch

Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Winning with the ... from Hell Series) Book

Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.Read More

from£17.53 | RRP: £11.32
* Excludes Voucher Code Discount Also available Used from £N/A
  • 1550226959
  • 9781550226959
  • Shaun Belding
  • 28 May 2006
  • ECW Press
  • Paperback (Book)
  • 204
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