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Telecare Audioby Dr. Rick Kirschner & Dr. Rick Brinkman |
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| 4 audio cassettes and run time 4 hours, $49.95... your price only $39.95 [Order] [Checkout] | |||||
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| CHAPTER ONE: Preparing For Exceptional Service And Care Why customers jump ship, and how to get them to stay * Ways to prevent the complications that make phone service unpleasant * How to identify and avoid the '7 Sins of Customer Service' CHAPTER TWO: The Multiple Roles Of A Telecare Provider The Host: Putting your callers at ease * The Teacher: When and how to educate your callers The Detective: How to gather information without the third degree * The Healer: calm customer emotions swiftly and effectively * The Advocate: Going to bat for your customer's best interests CHAPTER THREE: Self-Coaching for Continuous Improvement * 6 ways to adjust your attitude and regain your perspective * Quick ways to recharge yourself during the day, physically and mentally CHAPTER FOUR: Telecare Tactics For Tricky Situations Specific ways to deal with English as second language and cultural differences * When and how to use faxes and email* 4 rules of effective phone transfers * How to put people on hold with irritating them CHAPTER FIVE: Dealing Positively With Challenging Callers * The most effective way to regain your composure * How to handle tough customers of every type * Magic words you can use to calm hotheads CHAPTER SIX: The 8-Step Path To Successful Phone Sales * 3 questions your customers wonder about but never ask * How to translate features of your product or service into bottom line benefits * A process that increases your chances of closing consistently CHAPTER SEVEN: Inspiring Superior Performance From Your Team The difference between management and leadership * How to create a mission statement that people will believe in * building bridges and breaking barriers |
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| 4 audio cassettes and Run time 4 hours, $49.95... your price only $39.95
30 Day Money Back Guarantee! |
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