Century 21

Books / Media ~ The Voice of Your Company

Cliff's second book: The Voice of Your Company: Conversational Skills for Customer Service Reps. Cliff was recently interviewed by the editor of Call Center Magazine. Watch the Video

In this second volume in the Call Center Agent Handbook Series, Cliff provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company, including how to:

Make a positive first impression

Use your voice to sound capable and professional

Master the skills of purposeful conversation

Manage emotional stress—yours and your customer’s

Choose your words well
Master a proven method for handling problems and complaints
Deal effectively with angry customers
Listen for meaningful customer feedback and share what you’ve learned

The Voice
of your Company: Conversational skills for customer service reps

Other books in this series include
A Career for the 21st Century , which provides an introduction to call center concepts and terms, as well as Cliff's latest book, Your Pivotal Role: Frontline Leadership in the Call Center.