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Viac informácií o knihe Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

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Anotácia knihy

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.

Parametre knihy

• Celý názov: Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
• Autor: Shaun Belding
• Jazyk: Angličtina
• Väzba: Brožovaná
• Počet strán: 204
• EAN: 9781550226959
• ISBN: 1550226959
• ID: 12291314
• Nakladateľ: E C W Pr
• Hmotnosť: 295 g
• Rozmery: 203 × 152 × 13 mm
• Dátum vydania: June 2006

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