Join Amazon Prime and ship Two-Day for free and Overnight for $3.99. Already a member? Sign in.
Frequently Bought Together
Customers Who Bought This Item Also Bought
The Big Book of Customer Service Training Games (Big Book Series) by Peggy Carlaw |
DVD ~ Kirk Cameron
|
Editorial Reviews
Product Description
Customer service is a helping profession. A CSR's career is full of surprises and challenges, and it can yield immense personal satisfaction. In this second volume in the Call Center Agent Handbook Series, author Cliff Hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to: Make a positive first impression; Use your voice to sound capable and professional Master the skills of purposeful conversation; Manage emotional stress, both yours and your customer's; Choose your words well; Master a proven method for handling problems and complaints; Deal effectively with angry customers; and Listen for meaningful customer feedback and share what you've learned Other books in this series include "A Career for the 21st Century," which provides an introduction to call center concepts and terms, and frontline leadership in the call center.
About the Author
Clifford Hurst is a trainer, speaker, writer and consultant, and president of Career Impact Inc. a training and advisory firm founded in 1988. Career Impact specializes in helping organizations improve the effectiveness of their call centers. Cliff is a highly sought-after speaker on agent performance and service quality. He is an ICMI Certified Associate, and author of the Call Center Agent Handbook Series.
Customer service is a helping profession. A CSR's career is full of surprises and challenges, and it can yield immense personal satisfaction. In this second volume in the Call Center Agent Handbook Series, author Cliff Hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to: Make a positive first impression; Use your voice to sound capable and professional Master the skills of purposeful conversation; Manage emotional stress, both yours and your customer's; Choose your words well; Master a proven method for handling problems and complaints; Deal effectively with angry customers; and Listen for meaningful customer feedback and share what you've learned Other books in this series include "A Career for the 21st Century," which provides an introduction to call center concepts and terms, and frontline leadership in the call center.
About the Author
Clifford Hurst is a trainer, speaker, writer and consultant, and president of Career Impact Inc. a training and advisory firm founded in 1988. Career Impact specializes in helping organizations improve the effectiveness of their call centers. Cliff is a highly sought-after speaker on agent performance and service quality. He is an ICMI Certified Associate, and author of the Call Center Agent Handbook Series.
Product Details
Would you like to update product info or give feedback on images?
|
Inside This Book
(learn more)
First Sentence:
Three things together make up the customer's first impression of doing business with your company by phone. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
conversational skills, customer service agent Key Phrases - Capitalized Phrases (CAPs): (learn more)
The Voice of Your Company, Handling Customers, Things We Ought, Alex Cooper, More Than, The Sound Of Your Voice, The Art of Purposeful Conversation, Managing Emotional Stress Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Three things together make up the customer's first impression of doing business with your company by phone. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
conversational skills, customer service agent Key Phrases - Capitalized Phrases (CAPs): (learn more)
The Voice of Your Company, Handling Customers, Things We Ought, Alex Cooper, More Than, The Sound Of Your Voice, The Art of Purposeful Conversation, Managing Emotional Stress Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Help others find this product — tag it for Amazon search
No one has tagged this product for Amazon search yet. Why not be the first to suggest a search for which it should appear?
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
Customer Reviews
There are no customer reviews yet. Create your own review
| |||
Video reviews
|
 |
Customer Discussions
Beta (What's this?)
New! See all customer communities, and bookmark your communities to keep track of them.
|
This product's forum
(0 discussions)
Ask questions, Share opinions, Gain insight
Active discussions in related forums
|
||||||||||||||||||||||||||||||||||||||||||
Product Information from the Amapedia Community
Beta (What's this?)Be the first person to add an article about this item at Amapedia.com.
› See featured Amapedia.com articles
Listmania!
So You'd Like to...
|
|
Look for Similar Items by Category
A Savings Shower |
 |
|||||||||
|
Your Recent History
(What's this?)|
You have no recently viewed items or searches.
After viewing product detail pages or search results, look here to find an easy way to navigate back to pages you are interested in. Look to the right column to find helpful suggestions for your shopping session. |
Continue shopping: Top Sellers
| ||||
| ||
| ||
| ||
| ||
| ||
