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Call Centers Technology and Techniques

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ISBN-10: 0538726865

ISBN-13: 9780538726863

Edition: 2003

Authors: Jack A. Green

List price: $111.95
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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.
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Book details

List price: $111.95
Copyright year: 2003
Publisher: Cengage South-Western
Publication date: 8/12/2002
Binding: Paperback
Pages: 288
Size: 7.75" wide x 9.75" long x 0.50" tall
Weight: 1.188
Language: English

Understanding Call Centers
Call Centers
Basic Call Center Technology
Call Monitoring
Evolution of the Call Center
Evolution of the Call Center Representative
Characteristics of a Successful Call Center Representative
Summary
Creating a Positive Work Climate
Call Center Climate
The Team
Positive and Negative Behavior
Handling Interpersonal Conflict
Summary
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
Voice
Voice: The Instrument of Communication
Voice Quality
Rate of Speech
Diction
Inflection/Tone
Volume
Summary
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
Listening and Questioning
Effective Listening
Communicating Through Accents
Questioning Skills
Summary
Managing the Call
Positive Control
Effective Use of the Hold Feature
Voice Mail
Using E-Mail Effectively
Minimizing Telephone Tag
Transferring Calls Effectively
Saying No to Customers
Summary
Style Flexibility
Why Is Style Flexibility Important?
A Style Assessment Tool
Characteristics of the Six Personality Types
Phase Change and Flexibility
Summary
Managing Stress and Handling Difficult Customers
Stress on the Job
Handling Different Types of Customers
Summary
Telephone Sales
The Role of Sales in the Call Center
Belief in Your Product or Service
The Selling Process
Outbound Calls
Final Tips for Successful Sales Calls
Summary
Appendix
Glossary
References
Index