Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone / Edition 5

by Stephen Coscia

Overview

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

ISBN-13:	9781578200467
Publisher:	Taylor & Francis
Publication date:	01/11/1999
Series:	Telecom Library
Edition description:	REV
Pages:	144
Product dimensions:	6.00(w) x 9.00(h) x (d)

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.

Table 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