Tele-Stress: Relief for Call Center Stress / Edition 2

by Stephen Coscia

Overview

This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ;

Product Details

ISBN-13:	9781578200290
Publisher:	Taylor & Francis
Publication date:	01/11/1998
Edition description:	Subsequent
Pages:	130
Product dimensions:	6.00(w) x 9.00(h) x (d)

About the Author

Stephen Coscia is a customer service manager and a popular speaker on topics of customer service and handling irate customers. He is also the author of the best-selling book,Tele-Stress.

Table of Contents

Stop And Think; Introduction; Chapter 1 Gaining New Knowledge; Stress and Real Danger; Stress and Perceived Danger; Rational Thinking; Chapter 2 Irate Customers; React or Respond; Let Customers Vent; Your Voice; The Constructive Dialogue; Enigmatic Customers; The Dreaded Morning Call; Chapter 3 How We Learn; Inviting What is Conveyed; Never Give Up; Chapter 4 Grace Under Pressure; Think Before You Work; Physical Activity; Proper Diet; Self Talk; This Is Reality; Ten Strategies For Staying Courteous; Chapter 5 Section 1 -Aggregate Responses; Section 2 - Sensitive & Pragmatic Responses; Survey Summary; Screening For The Best CSRs Chapter 6 Conclusion