Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones

Erik Granered "Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones"
Nicholas Brealey Publishing | 2004-12 | ISBN: 1904838030 | 206 pages | PDF | 1 MB

Companies around the world have joined the global services revolution. The financial benefits of outsourcing customer service call centers are well known. Brilliant technology makes the transition seamless. And yet, missing a single key ingredient, outsourcing is unlikely to succeed. That missing element is culture. Global Call Centers is the first book of its kind, guiding businesses to outstanding customer service by addressing fundamental cultural factors. Erik Granered, a pioneer in cross-cultural call center training programs, shows how customer expectations vary around the world and how those expectations are magnified over the telephone, where other communication cues are lost. Through compelling, often amusing, and very human examples as well as practical training tips, managers and agents alike can achieve much-needed cultural literacy—and, in turn, provide outstanding customer service worldwide.

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