Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Winning with the . . . from Hell series)

Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Winning with the . . . from Hell series)
Автор
 
Год
 
Страниц
 
204
ISBN
 
1550226959
Издатель
 
AMACOM/American Management Association
Категория
 
Поступления 2007 года
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Содержание:

Как прожить свою, а не чужую жизнь, или Типология личности

Описание:

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.

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