- Cover Page
- Title Page
- Copyright Page
- Contents
- About This Course
- How to Take This Course
- Pre-Test
- Introduction
- 1 The Roles and Responsibilities of a Call Center Staff
- 2 Preparing Yourself to Deliver Quality Service
- 3 Communicating with Others
- 4 Enhancing Your Listening Skills
- 5 Using Technology Effectively
- 6 Building Trust with Others
- 7 Problem Solving and Decision Making
- 8 Handling Difficult Customer Situations
- 9 Managing Your Time Rather Than Letting It Manage You
- 10 Controlling Your Stress Level
- 11 Recovering from Mistakes—Yours and Your Customer’s
- 12 Complying with the Law
- Additional Resources
- Post-Test
- Index
-
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