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Wake Up Your Call Center How to Be a B (Customer Access Management)

D'Ausilio, Rosanne

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ISBN 10: 1557531250 / ISBN 13: 9781557531254
Published by Purdue Univ+press
New Condition: New Soft cover
From Balkanika Online (Woodinville, WA, U.S.A.)

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1557531250 Brand new book. STUDENT US EDITION. Never used. Nice gift. Best buy. Shipped promptly and packaged carefully. Bookseller Inventory # SKU5001799

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Title: Wake Up Your Call Center How to Be a B (...

Publisher: Purdue Univ+press


Book Condition:New

About this title


Rosanne D'Ausilio contends that Customer Service Representatives are crucial in retaining customers, and the key is soft-skills training - and retraining. She sees training as a continuous process - not an event. In humorous, accessible prose punctuated with lively illustrations, D'Ausilio covers such points as reconciling mixed messages with quality; awareness tips for fast talkers; dealing with communication breakdown; handling conflict; productive responses to stress; hardening of the attitudes; and much more.

About the Author:

Rosanne D'Ausilio is the president of Human Technologies and specializes in call center operations.

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