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"It is a blue print to live by in business as well as your personal interactions. Very well done." |
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If you work on the telephone - customer support, technical support, sales, service, etc. - then this is the book you've been waiting for. Find out what it takes to consistently win people over on the telephone. Learn how to control even the most difficult of situations, and reduce the number of calls that get escalated to the next level. Winning with the Caller from Hell details voice and language skills that can help defuse conflict, and powerful questioning techniques that ensure a call is always under control. It also identifies effective strategies for maintaining your composure, and helping customers regain theirs. Winning with the Caller from Hell shows how the vast majority of difficult callers can be turned into your most loyal customers. It has been met with rave reviews at every turn - not to be missed! To purchase now, at the special discounted rate offered through Belding Skills Development's e-store, click here. *For more details, read "The importance of reducing and resolving customer conflict" Here's What Just a Few People Have to Say About Winning with the Caller from Hell: "Winning with the Caller from Hell is excellent in providing the rules of engagement for dealing with customers in a winning strategy for the employee, the customer and the organization...Easy to read and full of valuable advise and information." "Winning with the Caller from Hell is an excellent resource for call centre managers. Sound practical advice that can be used immediately to both effectively deal with difficult callers as well as prevent calls from escalating in the first place.” Mark Weisleder, LLB "I was delighted. Reading Winning with the Caller from Hell was like having a real world conversation about customers and customer service quality as opposed to feeling like you were reading a self teaching manual. The real world examples cited by Shaun are certainly down to earth and extremely accurate. Most people don't realize the preparation and mental conditioning required to provide 'best of class' customer service and this book lays it all out in front of you. It is a blue print to live by in business as well as your personal interactions. Very well done." "Shaun has again proven he is a master of common sense and a skilled teacher with a deep understanding of the psyche of today's consumers. This book expertly describes what it takes to improve both immediate and long term customer care by outlining practical steps to deal with the thrill, stresses and challenges customer service representatives and managers face daily. If you are a CSR or manage a customer care centre, this book will inspire you to do things differently." |
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Looking for World-Class Customer Service Training for your Call Center?
What's the best way to reduce difficult customer situations? Deliver World-Class Customer Service.
Find out how. For information on Belding Skills Development's seminars and workshops on Dealing with Difficult Customers, click here.
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