Mastering the Irate Caller
The Book Every Call Center Must Have - Volume 1: Mastering the Irate Caller
The notion that call centers are stressful environments is nothing new. The never-ending influx of irate customers combined with a break-neck pace is enough to wear down the strongest among us. In his book, Mastering the Irate Caller, Joshua Martin presents a proven formula for how to turn the angriest customer around, and most importantly, how to stay sane on the job.
This book is the product of his research-culmination of tips, strategies, and almost two decades of experience in the call center field. It requires a paradigm shift from being the victim of angry, threatening callers, to gaining the necessary tools and insights to stay calm and centered amidst chaos without taking others’ actions personally.
Joshua includes valuable information about the way our bodies respond to stress, how we communicate with one another, and what we need to do to be the best versions of ourselves.
Mastering the Irate Caller is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field. It is a must-read for agents and leaders alike. Instead of bringing the stress of work home to their families, his readers just might bring home some of his tools instead.
The Book Every Call Center Must Have - Volume 1: Mastering the Irate Caller
The notion that call centers are stressful environments is nothing new. The never-ending influx of irate customers combined with a break-neck pace is enough to wear down the strongest among us. In his book, Mastering the Irate Caller, Joshua Martin presents a proven formula for how to turn the angriest customer around, and most importantly, how to stay sane on the job.
This book is the product of his research-culmination of tips, strategies, and almost two decades of experience in the call center field. It requires a paradigm shift from being the victim of angry, threatening callers, to gaining the necessary tools and insights to stay calm and centered amidst chaos without taking others’ actions personally.
Joshua includes valuable information about the way our bodies respond to stress, how we communicate with one another, and what we need to do to be the best versions of ourselves.
Mastering the Irate Caller is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field. It is a must-read for agents and leaders alike. Instead of bringing the stress of work home to their families, his readers just might bring home some of his tools instead.
The Book Every Call Center Must Have - Volume 1: Mastering the Irate Caller
The notion that call centers are stressful environments is nothing new. The never-ending influx of irate customers combined with a break-neck pace is enough to wear down the strongest among us. In his book, Mastering the Irate Caller, Joshua Martin presents a proven formula for how to turn the angriest customer around, and most importantly, how to stay sane on the job.
This book is the product of his research-culmination of tips, strategies, and almost two decades of experience in the call center field. It requires a paradigm shift from being the victim of angry, threatening callers, to gaining the necessary tools and insights to stay calm and centered amidst chaos without taking others’ actions personally.
Joshua includes valuable information about the way our bodies respond to stress, how we communicate with one another, and what we need to do to be the best versions of ourselves.
Mastering the Irate Caller is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field. It is a must-read for agents and leaders alike. Instead of bringing the stress of work home to their families, his readers just might bring home some of his tools instead.