Download or read book Customer Service Over the Phone written by Stephen Coscia and published by CRC Press. This book was released on 1999-01-11 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines various important scenarios that a customer service representative is likely to encounter and shows how to best handle each situation. This guide also explains how to make effective use of voice mail, email, fax, and letters.