Customer Service Over The Phone

Call center managers give this small, easy-to-read book to all their agents. It helps the agents understand how important their job is. It teaches them the best ways to deal with customers. The author has run a busy, large call center for years. This book contains the best customer service ideas, techniques and strategies developed over all those long, hard years. He has handled just about every customer service problem imaginable (and some you don't want to imagine).

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.