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Business & Economics Customer Relations

Winning with the Caller from Hell

A Survival Guide for Doing Business on the Telephone

by (author) Shaun Belding

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.

Shaun Belding's profile page