Tele-Stress - Relief For Call Center Stress Syndrome

Rating:
Summary: Prevent Call Center Burnout
Review: I was fortunate enough to learn the Tele-Stress strategies from Stephen Coscia first-hand more than ten years ago, as a customer service rep and later as a colleague. He is a man who walks his talk. I still refer to the information today whenever a challenging service situation arises.

Tele-Stress is concise, practical, and valuable for the mental and physical well-being of front-line service people in any industry. In a business environment where a well-trained customer service staff can give you that edge to leave your closest competitors in the dust, you owe it to the health of your employees and the financial health of your company to acquire and implement these strategies now!

Rating:
Summary: Good ideas
Review: This book was not what I expected it to be. I am a facilitator at a call center. I ordered this book thinking that it would provide tips on how to relieve stress for call center employees; it focused more on irate callers and how to deal with them rather than on the call center itself. It did, however, employ some great strategies that I will definately be incorporating into my customer service training in future classes. If you are looking for more call-center specific solutions, pass on this one; if you are looking for customer service strategies and irate caller strategies, this is a must-read.

Rating:
Summary: The Perfect CSR (Customer Support Representative) Primer
Review: This was one of the first books I was introduced to for customer service and stress management and is still one of the best.

I first read this book in 1997 before taking my first phone customer service position for Stephen Coscia himself. He insisted that each of his employees read the book before assisting customers. True to his writing, he practiced and taught me every word that was in his book. While I no longer work directly as a CSR, I still follow many of the books simpler rules such as qualifying escalating situations, controlling my breathing to control my stress and taking a needed break from a situation which has upset me in some way.

I have been a happier and more productive employee in all of my career endeavors thanks to this book and Mr. Coscia.