Business & Economics Customer Relations
Winning with the Caller from Hell
A Survival Guide for Doing Business on the Telephone
- Publisher
- ECW Press
- Initial publish date
- May 2006
- Category
- Customer Relations
-
Paperback / softback
- ISBN
- 9781550226959
- Publish Date
- May 2006
- List Price
- $19.95
-
eBook
- ISBN
- 9781554901357
- Publish Date
- May 2006
- List Price
- $10.95
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Description
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.
About the author
Shaun Belding is the CEO of The Belding Group of Companies, a performance development company with three divisions that include customer service training, mystery shopping and employee performance measurement. Shaun speaks internationally, and is recognised as one of the leading global experts on customer service, service recovery and building positive workplaces.
