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FEDERAL PUBLICATIONS INC. |
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Winning with the Caller from HellA Survival Guide for Doing Business on the Telephone |
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| Format | Softcover | |
| Catalogue No. | 1-55022-695-9 | |
| Pages | 204 | |
| Language | English only | |
| Price | $19.95 | |
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Written by Shaun Belding. Published by ECW Press, 2005. Description: |
| Callers from Hell —
they scream, sob, and sometimes they're so incoherent you can't understand
them! Shaun Belding's book tells you how to help defuse conflict, identifies effective strategies such as LIFT (Listen to your customer; Involve yourself; Focus on the issue; Thank them), and shows you how a majority of difficult callers can be turned into your most loyal customers. Winning with the Caller from Hell will teach you Belding's 18 rules for maximizing caller satisfaction and how to use your voice to influence people and defuse conflict. "An excellent resource for call centre managers. Sound, practical advice that can be used immediately to both effectively deal with difficult callers as well as prevent calls from escalating in the first place" - Mark Weisleder, General Manager, National Operations Support, Bell World |
| Price and availability subject to change.
Shipping and applicable taxes extra. Questions about this product? Please e-mail us. This page last modified: October 5, 2005 |
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