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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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Previews available in: English
Showing 5 featured editions. View all 5 editions?
Edition | Availability |
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1
Winning with the Caller from Hell: a Survival Guide for Doing Business on the Telephone
2010, ECW Press
in English
1281942472 9781281942470
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2
Winning with the Caller from Hell
2008, ECW Press
Electronic resource
in English
1554906954 9781554906956
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aaaa
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WorldCat
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3
Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
2006, ECW Press
in English
1554901359 9781554901357
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zzzz
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WorldCat
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4
Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (Winning with the . . . from Hell series)
May 28, 2006, Ecw Press
Paperback
in English
1550226959 9781550226959
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5
Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
2005, ECW Press
in English
1459307305 9781459307308
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zzzz
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Feedback?January 9, 2020 | Edited by ImportBot | import existing book |
July 22, 2019 | Edited by MARC Bot | remove fake subjects |
June 17, 2010 | Edited by ImportBot | add details from OverDrive |
April 28, 2010 | Edited by Open Library Bot | Linked existing covers to the work. |
December 10, 2009 | Created by WorkBot | add works page |