or
Sign in to turn on 1-Click ordering.
 
 
More Buying Choices
25 used & new from £3.34

Have one to sell? Sell yours here
 
   
Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone (Telecom Library)
 
 

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)
3.0 out of 5 stars  See all reviews (1 customer review)
RRP: £17.00
Price: £16.15 & this item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
You Save: £0.85 (5%)
o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
In stock.
Dispatched from and sold by Amazon.co.uk. Gift-wrap available.

Only 2 left in stock--order soon (more on the way).

Want guaranteed delivery by Friday, November 13? Choose Express delivery at checkout. See Details
15 new from £7.11 10 used from £3.34

Frequently Bought Together

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone (Telecom Library) + Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) + The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees
Price For All Three: £27.11

Show availability and delivery details


Customers Who Bought This Item Also Bought

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)

by Robert Bacal
2.5 out of 5 stars (4)  £3.68
The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees

The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees

by Peggy Carlaw
4.2 out of 5 stars (6)  £7.28
The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers

The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers

by David Freemantle
4.0 out of 5 stars (3)  £5.98
Raving Fans: Revolutionary Approach to Customer Service (The One Minute Manager)

Raving Fans: Revolutionary Approach to Customer Service (The One Minute Manager)

by Kenneth H. Blanchard
4.7 out of 5 stars (14)  £4.49
Customer Service for Dummies

Customer Service for Dummies

by Karen Leland
4.6 out of 5 stars (8)  £8.98
Explore similar items

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)
  • See Complete Table of Contents

Customers Viewing This Page May Be Interested in These Sponsored Links

  (What is this?)
   After-sales services (F) opens new browser window
www.savnetwork.com  -  Looking for a partner in France ? Installation & Maintenance Services 
   CUSTOMER SERVICE opens new browser window
uk.Excite.eu/Customer+Service  -  Find Customer Service Top offers and Latest News! 
   Customer Service opens new browser window
searchNetworking.Techtarget.com  -  Ensure Your Network is Safe. Customer Service, Info & Tips. 
  
 

Product Description

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
Explore More
Concordance
Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Search inside this book:

Suggested Tags from Similar Products

 (What's this?)
Be the first one to add a relevant tag (keyword that's strongly related to this product)
 
customer service

Your tags: Add your first tag
 

What Do Customers Ultimately Buy After Viewing This Item?

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone (Telecom Library)
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
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
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
Customer Service and the Telephone (Business Skills Express Series)
20% buy
Customer Service and the Telephone (Business Skills Express Series)
£6.29
Customer Service for Dummies
11% buy
Customer Service for Dummies 4.6 out of 5 stars (8)
£8.98

 

Customer Reviews

1 Review
5 star:    (0)
4 star:    (0)
3 star:
 (1)
2 star:    (0)
1 star:    (0)
 
 
 
 
 
Average Customer Review
3.0 out of 5 stars (1 customer review)
 
 
 
 
Share your thoughts with other customers:
Most Helpful Customer Reviews

 
8 of 8 people found the following review helpful:
3.0 out of 5 stars Good Tips / But a bit basic, 29 Nov 2001
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.

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)


Share your thoughts with other customers: Create your own review
 
 
 
Only search this product's reviews



Customer Discussions

This product's forum
Discussion Replies Latest Post
No discussions yet

Ask questions, Share opinions, Gain insight
Start a new discussion
Topic:
First post:
Prompts for sign-in
 

   


Listmania!


Look for similar items by category


Look for similar items by subject


Feedback

Ad

Your Recent History

 (What's this?)

After viewing product detail pages or search results, look here to find an easy way to navigate back to pages you are interested in.