Call Center : Technology & Techniques /
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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| Formato: | Libro |
| Lenguaje: | Spanish |
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United Stated of America :
Thomson,
©2003
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Tabla de Contenidos:
- 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