The Call Centre Customer Care PocketbookThis book is aimed at staff working in telephone customer service. It covers the common issues faced by customer service staff and provides tips / suggestions for dealing with them. Table of contents: * Introduction (how the telephone and internet are affecting supplier-customer relationships) * Communication methods * In-house systems for customer relationship management, gathering data and turning it into business intelligence) * Customer interfacing (five factors that influence how an organisation's use of the telephone shapes its public image, handling problems, managing your company's internet image) * Management issues * Jargon buster (call centre related glossary). |
