CALL CENTRE COMMUNICATION
How to make each and every call a first-rate experience
(East West Books (Madras) Pvt Ltd 2003, 175 pages)

The telephone can win you customers or lose them, help them or hinder them.

For many businesses, call centres are a vital part of the customer service, satisfaction and retention equation. Agents who provide a first rate experience for contacts will strengthen customer relationships and build customer loyalty.

• Is the telephone an important part of your job?
• Do you work in a telemarketing, teleservice, reservation or catalogue centre, an e-tailing, fund-raising or collection centre, or a help desk?
• Do you need to quickly find out what people at the other end of the line want and need and make it happen?
• Do you ever deal with angry, argumentative or annoying callers?
• Are you ever on the receiving end of complaints?

If the answer is ‘yes’ to any of these questions, this book is for you!

You’ll discover sensible, straightforward yet sophisticated ways to:

• Develop a winning telephone personality.
• Get each conversation off to a great start.
• Make the most of your voice.
• Quickly, easily and professionally keep control of even the most difficult conversation.
• Find out what your contacts really want.
• Provide clear explanations in a way that achieves understanding and enlists cooperation.
• Turn challenging contacts into contented contacts.
• Turn complaining contacts into loyal contacts.
• Remain calm even in the face of upset and angry contacts.

Providing a first rate experience for every contact, every time is no small achievement. Face to face or over the telephone, successful communication doesn’t ‘just happen’. As you handle a vast assortment of requests, queries, challenges, and problems, you’ll need to know your products and know how to operate the systems that back you up. Your most important tool, though, is yourself: your telephone personality, your attitude and your voice – your professionalism. Call Centre Communication is all you need to gain more satisfaction and enjoyment from your job and do it with skill and enjoyment, charm and confidence.

Ordering information: Call Centre Communication is currently available in bookshops throughout India. For information on special prices for bulk orders, please contact the publishers via ewb@ewbpl.com.

Great service attracts customers and keeps them. This book will show you how to refine your telephone and customer contact skills, strengthen customer relationships and build customer loyalty.

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