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    3. Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

    Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

    Posted By: Vikki-kam
    Date: 19 Sep 2009 20:40:32
    Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone

    Shaun Belding, "Winning with the Caller from Hell:A Survival Guide for Doing Business on the Telephone(Winning with the…from Hell series)"
    Publisher: Ecw Press | 2006-05-28 | 224 Pages | ISBN: 1550226959 | PDF | 12,4 MB

    Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.


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