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Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition) (Customer Access Management)

D'Ausilio, Rosanne

1 ratings by Goodreads
ISBN 10: 1557532176 / ISBN 13: 9781557532176
Published by Purdue Univ Pr, 2000
Used Condition: Good
From Better World Books (Mishawaka, IN, U.S.A.)

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Former Library book. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP82142758

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Bibliographic Details

Title: Wake Up Your Call Center: Humanizing Your ...

Publisher: Purdue Univ Pr

Publication Date: 2000

Book Condition:Good

Edition: 3rd Edition.

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.


"...a straightforward guide for humanizing the most impersonal: the manic pace of the modern teleservice center: Dr. D'Ausilio shares the insights and revelations no call center professional should be without. Read it. Live it. Learn how to delight your clients and make your call center your very own secret weapon." -- Ed Margulies, Group Show Director; Computer Telephony, Miller Freeman

"We chose the Wake Up Your Call Center philosophy to resolve issues we had with customer service in an extremely stressful environment. The results were incredible. Customer service has improved, morale is up, and our agents are able to deal more positively with their workload. Wake Up Your Call Center is not only filled with just the right content, it is presented with just the right amount of humor as well." -- Patricia D. Hamilton, Manager-Sales Training & Communications, Delta Air Lines, Inc.

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