Customer service over the phone (5th ed)

Good customer service can perserve and expand any client base.

This work gathers together customer service techniques and strategies from the author's years of managing a busy call-centre.

It incudes how to deal with customers by accentuating the positive and by not allowing the customer to feel attacked.

It shows how to determine what the customer's problem is by asking the right questions, and then solving the problem in a timely and efficient manner.

Techniques from written customer service are also addressed in a section that includes how to handle complaint letters.

The author recognizes that the stresses involved in dealing with many customers over the telephone all day.