| Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone Contributor(s): Belding, Shaun (Author) |
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ISBN: 1550226959 ISBN-13: 9781550226959 Publisher: ECW Press OUR PRICE: $16.16 Product Type: Paperback - Other Formats Published: June 2006 Annotation: 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. |
| Additional Information |
| BISAC Categories: - Business & Economics | Customer Relations - Business & Economics | Marketing - Telemarketing |
| Dewey: 651.73 |
| Series: Winning with the ... from Hell Series |
| Physical Information: 0.53" H x 6" W x 8" (0.65 lbs) 204 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: Callers from Hell -- they scream, sob, and sometimes they're so incoherent you can't understand them Shaun Belding's new book tells you how to help defuse conflict, identifies effective strategies such as LIFT (Listen to your customer; Involve yourself; Focus on the issue; Thank them), and shows you how a majority of difficult callers can be turned into your most loyal customers. |