Join Amazon Prime and get unlimited Free One-Day Delivery. Already a member? Sign in.

 

or
Sign in to turn on 1-Click ordering.
 
   
More Buying Choices
20 used & new from £7.82

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

Want guaranteed delivery by Thursday, July 16? Choose Express delivery at checkout. See Details
12 new from £7.82 8 used from £7.82
Other Editions: RRP: Our Price: Other Offers:
Paperback (4th Revised edition) 4 used & new from £11.94
Unknown Binding ([3rd ed.]) Order it used

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: Hundreds of Tools, Techniques and Scripts ... Any Situation (Perfect Phrases Series) + The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers
Price For All Three: £26.83

Show availability and shipping details


Customers Who Bought This Item Also Bought

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

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

by Robert Bacal
3.0 out of 5 stars (3)  £4.19
The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees: Quick,Fun Activities for All Customer Facing Employees

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

by Peggy Carlaw
4.4 out of 5 stars (5)  £9.09
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
5.0 out of 5 stars (2)  £6.49
Five Star Service, One Star Budget: How to Create Magic Moments for Your Customers That Get You Noticed, Remembered and Referred

Five Star Service, One Star Budget: How to Create Magic Moments for Your Customers That Get You Noticed, Remembered and Referred

by Michael Heppell
4.9 out of 5 stars (8)  £6.49
Customer Service for Dummies

Customer Service for Dummies

by Karen Leland
4.9 out of 5 stars (7)  £7.49
Explore similar items

Product details

  • Paperback: 144 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: 388,217 in Books (See Bestsellers in Books)

    Popular in this category:

    #83 in  Books > Computing & Internet > Web Development > E-commerce > Business Issues > Legal
  • See Complete Table of Contents

Customers Viewing This Page May Be Interested in These Sponsored Links

  (What is this?)
Reveal Your Best Customer
   www.sapclear.com    Clarity reveals customer insights allowing you to provide more value. 
CS Technologies Summit
   www.ForumEvents.co.uk/CS-Events    Are Your Systems Outmoded? Keep Up To Date - Ask About the CS Summit! 
IVR Hosting and products
   www.comsys.uk.com    Need to better serve your customers then use our Hosted IVR platform 
  
 

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)
Check a corresponding box or enter your own tags in the field below
customer service

Your tags: Add your first tag
 

What Do Customers Ultimately Buy After Viewing This Item?


 

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

 Beta (What's this?)
This product's forum (0 discussions)
  Discussion Replies Latest Post
  No discussions yet

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

   


Listmania!


Look for similar items by category


Feedback


Fun for Everyone

Christmas Gifts
Achieve over 15,000 RPM with our great range of Powerballs.

Shop the Powerball store

 

Up to 75% off Shoes

Shoe Clearance - 75% off Shoes
Save up to 75% on shoes for the whole family.

Shop clearance shoes

 

Boys Smell

Lynx Africa Body Spray and After Shave Gift set
But we make sure they smell good...

Discover male grooming at Amazon.co.uk

 

Treat Someone

Amazon.co.uk Gift Certificates--available in any amount from £5 to £500 With an Amazon.co.uk Gift Certificate, you can get them what they want (even if you don't know what that is).

Learn more about Gift Certificates

 
Ad

Where's My Stuff?

Delivery and Returns

Need Help?

Your Recent History

  (What's this?)
You have no recently viewed items or searches.

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

Look to the right column to find helpful suggestions for your shopping session.

Continue Shopping: Top Sellers
The Girl Who Played with Fire
Breaking Dawn (Twilight Saga)
The Girl with the Dragon Tattoo
The Host
The Host by Stephenie Meyer

amazon.co.uk Amazon Home
International Sites:  United States  |  Germany  |  France  |  Japan  |  Canada  |  China
Business Programs: Sell on Amazon  |  Fulfilment by Amazon  |  Join Associates  |  Join Advantage
Customer Service  |  Help  |  View Basket  |  Your Account
About Amazon.co.uk  |  Careers at Amazon
Conditions of Use & Sale |  Privacy Notice  © 1996-2009, Amazon.com, Inc. and its affiliates