Call Centers: Technology & Techniques / Edition 1

Call Centers: Technology & Techniques / Edition 1

by Jack A. Green
     
 

ISBN-10: 0538726865

ISBN-13: 9780538726863

Pub. Date: 08/12/2002

Publisher: Cengage Learning

This text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service, or help desk representative or manager. Each topic has the necessary content to focus specifically on soft-skill effectiveness using a problem solving approach. The most current technology is covered, including web and

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Overview

This text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service, or help desk representative or manager. Each topic has the necessary content to focus specifically on soft-skill effectiveness using a problem solving approach. The most current technology is covered, including web and e-commerce support, and Internet resources are integrated throughout. A student cd is included that contains additional cases, self-assessments, key terms with definitions, and links to useful Internet resources.

Product Details

ISBN-13:
9780538726863
Publisher:
Cengage Learning
Publication date:
08/12/2002
Edition description:
BK&CD-ROM
Pages:
288
Product dimensions:
8.04(w) x 10.00(h) x 0.47(d)

Table of Contents

1. Understanding Call Centers 2. Creating a Positive Work Climate 3. Addressing the Call: It's All Attitude 4. Voice 5. Customer Rapport 6. Listening and Questioning 7. Managing the Call 8. Style Flexibility 9. Managing Stress and Handling Difficult Customers 10. Telephone Sales

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