5th Edition

Customer Service Over the Phone
Techniques and Technology for Handling Customers Over the Phone

ISBN 9781578200467
Published January 11, 1999 by CRC Press
144 Pages

USD $28.95

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Book Description

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. ;



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.