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Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone (Telecom Library) (Paperback)

by Stephen Coscia (Author) "Customer service, when boiled down to its purest form, is the act of one person helping another person ..." (more)

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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) by Robert Bacal
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The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees by Peggy Carlaw
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Product details

Paperback: 143 pages
Publisher: CMP; 5 edition (11 Jan 1999)
Language English
ISBN-10: 1578200466
ISBN-13: 978-1578200467
Product Dimensions: 22.4 x 15.2 x 1 cm

Average Customer Review: 3.0 out of 5 stars See all reviews (1 customer review)

Amazon.co.uk Sales Rank: 492,189 in Books (See Bestsellers in Books)

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Product Description

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. ;

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.

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.

Inside This Book (Learn More)

First Sentence
Customer service, when boiled down to its purest form, is the act of one person helping another person. Read the first page

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What Do Customers Ultimately Buy After Viewing This Item?

	35% buy the item featured on this page: Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone (Telecom Library) 3.0 out of 5 stars (1) �16.15
	25% buy Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) 2.5 out of 5 stars (4) �3.68
	20% buy Customer Service and the Telephone (Business Skills Express Series) �6.29
	11% buy Customer Service for Dummies 4.6 out of 5 stars (8) �8.98

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8 of 8 people found the following review helpful:

3.0 out of 5 stars Good Tips / But a bit basic, 29 Nov 2001

By	georgeheaps@hotmail.com (U.K.) - See all my reviews

This book is clearly written and will be easily understood by anyone working in a callcentre [or in customer service], from an order entry agent to a customer service manager.

It has some use useful tips, however as I have now worked in a call centre for 10 years I found some of the information to be "common sense".

It is priced reasonably as some basic [very basic] training packages contain less useful information but cost a lot [very lot] more.

Handy to keep in your desk draw as a reminder or quick reference tool. May also be useful for quality monitor staff working within call centres.

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