Winning with the Caller from Hell
Author: Shaun Belding
Publisher: ECW Press
Published: 2006-05-28
Total Pages: 223
ISBN-13: 1550226959
DOWNLOAD EBOOKEffective 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.