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Winning with the Caller from Hell : A Survival Guide for Doing Business on the Telephone - Shaun Belding

Winning with the Caller from Hell

A Survival Guide for Doing Business on the Telephone

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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.

Introduction: So You're Hearing Voicesp. xi
Hell's Bells
May I Ask Who's Calling?p. 3
First Things First: Environment and Etiquettep. 17
It's Not What You Sayp. 49
Actually, It Is What You Sayp. 81
The Most Important Communication Skill You Will Ever Learnp. 95
Managing Your Emotional Statesp. 111
A Hope in Hell
Lift the Receiverp. 123
Listen to Your Callerp. 125
Involve Yourselfp. 145
Focus on the Issuesp. 153
Thank Your Callerp. 161
Silence is not Goldenp. 165
Accents and Language Barriersp. 175
The Hounds of Hell
Calls of the Wildp. 183
Conclusion: This Is Your Wake-Up Callp. 203
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9781550226959
ISBN-10: 1550226959
Series: Winning with the ... from Hell Series
Audience: General
Format: Paperback
Language: English
Number Of Pages: 204
Published: 1st June 2006
Country of Publication: CA
Dimensions (cm): 20.96 x 14.61  x 1.91
Weight (kg): 0.3