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160705t2003 us a|||f||||||||| ||spa|| |
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|a 0538971150
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|a Sistema de Bibliotecas de la Universidad Especializada de las Américas
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| 082 |
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|2 21
|a 384.6
|b G820
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| 100 |
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|4 Autor
|a Green, Jack A.
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| 245 |
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|a Call Center :
|b Technology & Techniques /
|c Jack A. Green
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| 260 |
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|a United Stated of America :
|b Thomson,
|c ©2003
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| 264 |
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|a United Stated of America :
|b Thomson,
|c ©2003
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| 300 |
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|a xii, 276 páginas :
|b ilustraciones ;
|c 25 cm
|e + 1 CD-ROM Complementario
|g 12 cm
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| 500 |
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|a Incluye Contenido
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| 504 |
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|a Incluye Bibliografía
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| 505 |
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|a Contents 1 Understanding Call centers Basic call center technology Call monitoring Evolution of the call center Evolution ot the call center representative Characteristics of a successful call center representative summary 2 Creating a positive work climate Call center climate The team Positive and negative behavior Handling interpersonal conflict Summary 3 Addressing the call: It's all attitude The power of attitude Overcoming a negative attitude Creating a positive first impression Make every call a success Summary 4 Voice Voice: The instrument of communication Voice quality Rate of speech Diction Inflection/Tone Volume Summary 5 Customer Rapport The importance of good rapport The greeting Using the customer's name Communicating respect for the customer Matching the customer's vocabulary Keeping the call flowing Overcoming speech idiosyncrasies Summary 6 Listenign and questioning Effective listening Communicating through accents Questioning skills Summary 7 Manging the call Positive control Effective use of the hold feature Voice mail Using E-Mail effectively Minimizing telephone tag Transferring call effectively Saying no to customers Summary and other chapters more Appendix Glossary References Index
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| 520 |
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|a The text designed for those who are already in a position or those seeking a position in a call center, this text will guide you through the techniques of effective problem solvers and how to manage customers.
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| 650 |
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|2 lembs
|a TELECOMUNICACIONES
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| 650 |
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|2 lembs
|a CENTRALES TELEFÓNICAS
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| 653 |
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|a CENTROS DE LLAMADAS
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| 653 |
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|a CALL CENTER
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| 942 |
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|2 ddc
|c BK
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| 991 |
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|a 5-7-16
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| 992 |
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|a mitzela del cid
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|c 10272
|d 10272
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|l 0
|o 384.6 G820
|p 042067
|r 2016-07-05
|t ej.1
|v 45.00
|w 2016-07-05
|y BK
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|v 45.00
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