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.…mehr
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.
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.
Inhaltsangabe
Chapter 1: Avoiding Obstacles Chapter 2: Solving Problems Chapter 3: The Contain Process Chapter 4: The Qualify Process Chapter 5: The Correct Process Chapter 6: Voice Mail Etiquette Chapter 7: Handling E-mail and Letters Chapter 8: Handling the Stress of Customer Service Chapter 9: Changes in Customer's Behavior Chapter 10: Customer Service Technology Chapter 11: Where has Customer Service Been and Where is it Going
Chapter 1: Avoiding Obstacles Chapter 2: Solving Problems Chapter 3: The Contain Process Chapter 4: The Qualify Process Chapter 5: The Correct Process Chapter 6: Voice Mail Etiquette Chapter 7: Handling E-mail and Letters Chapter 8: Handling the Stress of Customer Service Chapter 9: Changes in Customer's Behavior Chapter 10: Customer Service Technology Chapter 11: Where has Customer Service Been and Where is it Going
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