Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Adobe Reader) ebook download Shaun Belding

Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

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.

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Title of ebook: Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
ISBN: 9781554906956
parent-ISBN: 9781550226959
Publisher: ECW Press
Internet download file size: 7066 kb
Published: 09-2005
Released online for download: 10-23-2008
Author of eBook: Belding, Shaun

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