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Overview
Satisfying customers and solving problems with a sense of urgency is imperative in today's fast-paced business climate. Listening to customers' complaints, once considered a drain on resources, has become a marketing strategy for customer retention. Managers looking to implement this new strategy may sense some apprehension among front line people because CSR's have to bear the brunt of the customers' anger and frustration. The techniques in this book will help CSR's diffuse adverse situations, satisfy customer complaints, and increase customer retention. Designed to meet the needs of CSR's faced with difficult customers and related stress, here's a desk-top guide that's succinct enough for even the busiest of reps. Call center managers who know about Stephen Coscia's Customer Service Over the Phone give this small, easy-to-read book to all their agents. Include a copy with your employees' orientation materials. Table of Contents Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Chapter 9
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Last modified February 20, 2012