Tele-Stress - Relief For Call Center Stress Syndrome
by Stephen Coscia
Book Summary Information
Author: Stephen CosciaEdition: Paperback
Audio: English (Original Language); English (Unknown); English (Published)
Published: 1998-01-25
ISBN: 1578200296
Number of pages: 124
Publisher: CMP
Book Reviews of Tele-Stress - Relief For Call Center Stress Syndrome
Book Review: The Perfect CSR (Customer Support Representative) Primer
Summary: 5 Stars
This was one of the first books I was introduced to for customer service and stress management and is still one of the best.I first read this book in 1997 before taking my first phone customer service position for Stephen Coscia himself. He insisted that each of his employees read the book before assisting customers. True to his writing, he practiced and taught me every word that was in his book. While I no longer work directly as a CSR, I still follow many of the books simpler rules such as qualifying escalating situations, controlling my breathing to control my stress and taking a needed break from a situation which has upset me in some way.
I have been a happier and more productive employee in all of my career endeavors thanks to this book and Mr. Coscia.
Summary of Tele-Stress - Relief For Call Center Stress Syndrome
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.
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