The Voice of Your Company: Conversational Skills for Customer Service Reps

Customer service is a helping profession. A CSR's career is full of surprises and challenges, and it can yield immense personal satisfaction. In this second volume in the Call Center Agent Handbook Series, author Cliff Hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to: Make a positive first impression; Use your voice to sound capable and professional Master the skills of purposeful conversation; Manage emotional stress, both yours and your customer's; Choose your words well; Master a proven method for handling problems and complaints; Deal effectively with angry customers; and Listen for meaningful customer feedback and share what you've learned Other books in this series include "A Career for the 21st Century," which provides an introduction to call center concepts and terms, and frontline leadership in the call center.