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Více informací o knize Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

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Anotace 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.

Parametry knihy

• Plný název: Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
• Autor: Shaun Belding
• Jazyk: Angličtina
• Vazba: Brožovaná
• Počet stran: 204
• EAN: 9781550226959
• ISBN: 1550226959
• ID: 12291314
• Nakladatelství: E C W Pr
• Hmotnost: 295 g
• Rozměry: 203 × 152 × 13 mm
• Datum vydání: June 2006

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