Overview
This text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service, or help desk representative or manager. Each topic has the necessary content to focus specifically on soft-skill effectiveness using a problem solving approach. The most current technology is covered, including web and e-commerce support, and Internet resources are integrated throughout. A student cd is included that contains additional cases, self-assessments, key terms with definitions, and links to useful Internet resources.
Synopsis
For those who take orders and perform customer service over the phone, this textbook discusses developing interpersonal skills, improving voice quality, establishing customer rapport, listening and questioning, maintaining control of a call, adjusting to the customer's communication style, and managing stress. The CD-ROM contains case studies and self-assessments. Annotation c. Book News, Inc., Portland, OR
Booknews
For those who take orders and perform customer service over the phone, this textbook discusses developing interpersonal skills, improving voice quality, establishing customer rapport, listening and questioning, maintaining control of a call, adjusting to the customer's communication style, and managing stress. The CD-ROM contains case studies and self-assessments. Annotation c. Book News, Inc., Portland, OR (booknews.com)