1. Introduction
2. Customer/ Client
2.1. Customer/Client Types
2.1.1. The Positive Customer
2.1.2. The Negative Customer
2.1.3. The Confused Customer
2.1.4. The “Know-it-all” Customer
2.1.5. The Talkative Customer
2.1.6. The Uncommunicative Customer
2.1.7. The Angry Customer
2.1.8. The Relaxed Customer
2.1.9. The Controlling Customer
2.2. Different relationship types with the customer
2.2.1. Transactional
2.2.2. Long term
2.2.3. Personal assistance
2.2.4. Dedicated personal assistance
2.2.5. Self-service
2.2.6. Automated services
2.2.7. Communities
2.2.8. Co-creation
2.2.9. Switching costs
2.3. Dealing with Difficult People and Difficult Situations
2.4. The Effect of Personality Types on Stress
3. Interaction techniquest with customer/ clients
3.1. Persuasion Techniques to Customer Angry Situations
3.2. Positive Attitudes in Receiving Complaints
3.3. The Right Words and Phrases to Say to an Angry Customer
4. The Stress
4.1. So, what is stress?
4.2. Stages of stress
4.2.1. Alarm
4.2.2. Resistance
4.2.3. Exhaustion
5. Causes and Consequences of Stress in Call Centres
6. Relaxation and Relaxation Exercises
6.1. Breathe focus
6.2. Body scan
6.3. Guided imagery
6.4. Mindfulness meditation
6.5. Yoga, tai chi, and qigong
6.6. Repetitive prayer
7. The Effect of Stress and its Management
7.1. The effect of Stress on Motivation
7.2. The Effect of Stress on Corporate Culture
7.3. Managing Stress in Call Centres
7.4. Tips for stress management
7.5. Personal strategies for stress management
7.6. Anti – Stress Activities: Time Management and Planning
8. Stress Attitude Scale Test, Exhaustion Scale Test, Stress Sources Test
8.1. Perceived Stress Scale
8.2. Exhaustion or Burnout test
8.3. Stress Sources Test
8.3.1. WORK DEMANDS
8.3.2. CONTROL OF WORK
8.3.3. MANAGERIAL SUPPORT
8.3.4. PEER SUPPORT
9. Common terms of the Call Centre
Conclusion
Summary
References

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