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Winning with the Caller from Hell: A Survival Guide for Doing Business on the
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Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone Paperback - 2006

by Shaun Belding

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Summary

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.

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

From the publisher

Callers from Hell -- they scream, sob, and sometimes they're so incoherent you can't understand them!

Shaun Belding's new book tells you how to help defuse conflict, identifies effective strategies such as LIFT (Listen to your customer; Involve yourself; Focus on the issue; Thank them), and shows you how a majority of difficult callers can be turned into your most loyal customers.

Details

  • Title Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone
  • Author Shaun Belding
  • Binding Paperback
  • Pages 204
  • Volumes 1
  • Language ENG
  • Publisher ECW Press
  • Publication date May 28, 2006
  • Features Table of Contents
  • ISBN 9781550226959 / 1550226959
  • Weight 0.65 lbs (0.29 kg)
  • Dimensions 8 x 6 x 0.53 in (20.32 x 15.24 x 1.35 cm)
  • Category Business / Economics / Finance
  • Library of Congress subjects Telephone in business, Telephone etiquette
  • Dewey Decimal Code 651.73

About the author

Shaun Belding is the president of Belding Skills Development and CEO of Retail Track Mystery Shopping. He conducts seminars and workshops on personal development, customer service, selling, management, and leadership.

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

Belding, Shaun

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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

by Shaun Belding

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Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (4) (Winning with... series)

by Belding, Shaun

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Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (4)...
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Winning with the Caller from Hell: A Survival Guide for Doing Business on the Telephone (4) (Winning with... series)

by Belding, Shaun

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  • Paperback
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ISBN 10 / ISBN 13
9781550226959 / 1550226959
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paperback. Good. Access codes and supplements are not guaranteed with used items. May be an ex-library book.
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