What is it that gives some call centers and customer service staff greater success than others? Why should you make additional sales, and how is this done? How do you deal with tricky customer situations?
These questions and many more besides are answered in this practical book. It is aimed mainly at people who work in customer service or at call centers. This book can also be used at team meetings for coaches, for example, whose job it is to develop staff communication with customers and additional sales.
Customer match: 1-1 shows how to achieve a "win-win" situation in communication with customers. This book interweaves examples from various customer situations with new insights and knowledge. Every chapter includes practical exercises which staff can do on their own or together with colleagues.
The exercises give everyone the opportunity to reflect on their own customer situations, products and services, and to practise. This book is an excellent tool for organisations wanting to bring about happier customers, happier staff and increased income as a result.
Author: Johan Skårman
Price SEK 223 (ex. VAT and shipping)