- Paperback: 124 pages
- Publisher: CMP; 2 edition (Jan 11 1998)
- Language: English
- ISBN-10: 1578200296
- ISBN-13: 978-1578200290
- Product Dimensions: 22.9 x 15.3 x 0.9 cm
- Shipping Weight: 249 g
- Average Customer Review: 4.3 out of 5 stars See all reviews (3 customer reviews)
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Amazon Bestsellers Rank:
#725,005 in Books (See Top 100 in Books)
- #40 in Books > Professional & Technical > Engineering > Telecommunications > Telephone Systems
- #41 in Books > Engineering > Telecommunications > Telephone Systems
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Product Details |
Product Description
Book Description
This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ;
Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.
Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.
About the Author
Stephen Coscia is a customer service manager and a popular speaker on topics of customer service and handling irate customers. He is also the author of the best-selling book,Tele-Stress.
Inside This Book
(Learn More)
First Sentence
Writing a book about stress is a little precarious. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Writing a book about stress is a little precarious. Read the first page
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
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Most helpful customer reviews
5.0 out of 5 stars
Prevent Call Center Burnout,
By Steve Mash (Conshohocken, PA USA) - See all my reviews
This review is from: Tele-Stress: Relief for Call Center Stress (Paperback)
I was fortunate enough to learn the Tele-Stress strategies from Stephen Coscia first-hand more than ten years ago, as a customer service rep and later as a colleague. He is a man who walks his talk. I still refer to the information today whenever a challenging service situation arises.Tele-Stress is concise, practical, and valuable for the mental and physical well-being of front-line service people in any industry. In a business environment where a well-trained customer service staff can give you that edge to leave your closest competitors in the dust, you owe it to the health of your employees and the financial health of your company to acquire and implement these strategies now!
3.0 out of 5 stars
Good ideas,
By A Customer
This review is from: Tele-Stress: Relief for Call Center Stress (Paperback)
This book was not what I expected it to be. I am a facilitator at a call center. I ordered this book thinking that it would provide tips on how to relieve stress for call center employees; it focused more on irate callers and how to deal with them rather than on the call center itself. It did, however, employ some great strategies that I will definately be incorporating into my customer service training in future classes. If you are looking for more call-center specific solutions, pass on this one; if you are looking for customer service strategies and irate caller strategies, this is a must-read.
5.0 out of 5 stars
Tele-Stress Relief for Call Center Stress,
By A Customer
This review is from: Tele-Stress: Relief for Call Center Stress (Paperback)
Very informative and well laid out. The book gets right to the heart of situations and gives you good solid information. This book is a must for understanding Call Center Stress.
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