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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.
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