Tele-Stress - Relief For Call Center Stress Syndrome [Paperback]

Stephen Coscia (Author)

Book Description

Publication Date: January 25, 1998 | ISBN-10: 1578200296 | ISBN-13: 978-1578200290 | Edition: 2

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 ;

Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.

Editorial Reviews

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.

Product Details

• Paperback: 128 pages
• Publisher: CMP; 2 edition (January 25, 1998)
• Language: English
• ISBN-10: 1578200296
• ISBN-13: 978-1578200290
• Product Dimensions: 8.8 x 6 x 0.4 inches
• Shipping Weight: 8.8 ounces (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #1,519,472 in Books (See Top 100 in Books)

More About the Author

Steve Coscia is a motivational speaker who managed a technical support team for more than 20 years and has used these techniques and practices to advance his own career as an industry expert. He has a strong focus on helping companies make more money through improved customer retention, increased upselling, and reduced on-the-job stress.

Tele-Stress is a registered trademark of Coscia Communications, Inc.

Customer Reviews

Most Helpful Customer Reviews

28 of 29 people found the following review helpful:

3.0 out of 5 stars Good ideas, May 29, 2000

By A Customer

This review is from: Tele-Stress - Relief For Call Center Stress Syndrome (Paperback)

This book was not what I expected it to be. I am a facilitator at a call center. I ordered this book thinking that it would provide tips on how to relieve stress for call center employees; it focused more on irate callers and how to deal with them rather than on the call center itself. It did, however, employ some great strategies that I will definately be incorporating into my customer service training in future classes. If you are looking for more call-center specific solutions, pass on this one; if you are looking for customer service strategies and irate caller strategies, this is a must-read.

4 of 5 people found the following review helpful:

5.0 out of 5 stars The Perfect CSR (Customer Support Representative) Primer, September 16, 2002

By 

"mswenk2" (Norristown, PA United States) - See all my reviews

This review is from: Tele-Stress - Relief For Call Center Stress Syndrome (Paperback)

This was one of the first books I was introduced to for customer service and stress management and is still one of the best.

I first read this book in 1997 before taking my first phone customer service position for Stephen Coscia himself. He insisted that each of his employees read the book before assisting customers. True to his writing, he practiced and taught me every word that was in his book. While I no longer work directly as a CSR, I still follow many of the books simpler rules such as qualifying escalating situations, controlling my breathing to control my stress and taking a needed break from a situation which has upset me in some way.

I have been a happier and more productive employee in all of my career endeavors thanks to this book and Mr. Coscia.

2 of 3 people found the following review helpful:

5.0 out of 5 stars Prevent Call Center Burnout, January 28, 2002

By 

Steve Mash (Conshohocken, PA USA) - See all my reviews

This review is from: Tele-Stress - Relief For Call Center Stress Syndrome (Paperback)

I was fortunate enough to learn the Tele-Stress strategies from Stephen Coscia first-hand more than ten years ago, as a customer service rep and later as a colleague. He is a man who walks his talk. I still refer to the information today whenever a challenging service situation arises.

Tele-Stress is concise, practical, and valuable for the mental and physical well-being of front-line service people in any industry. In a business environment where a well-trained customer service staff can give you that edge to leave your closest competitors in the dust, you owe it to the health of your employees and the financial health of your company to acquire and implement these strategies now!