Winning with the Caller from Hell
Shaun Belding · 2006
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About the book
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.
Book details
- Year
- 2006
- Language
- English
- Publisher
- Ecw Press
- Editions
- 7
- Pages
- 204
- ISBN
- 9781550226959
Data source: Wikidata
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