Stephen Coscia - Tele-Stress - Relief For Call Center Stress Syndrome
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Tele-Stress - Relief For Call Center Stress Syndrome
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This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ; Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.
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Copyright 1998 Stephen Coscia Published by Telecom Books and Flatiron Publishing
All rights reserved under international and Pan-American Copyright conventions, including the right to reproduce this book or portions thereof in any form whatsoever. Published in the United States by Telecom Books and Flatiron Publishing, New York, divisions of Miller Freeman, Inc.
12 West 21 Street New York, NY 10010 212-691-8215 Fax 212-691-1191 1-800-999-0345 1-800-LIBRARY
ISBN #1-57820-029-6
Manufactured in the United States
Printed at Bookcrafters, Chelsea, Michigan
Page 3
To my mother, Mary Santullo Coscia, who taught me to work hard and serve others. I am still inspired by her life's example.
To my father, Anthony Coscia, the greatest man I have ever known. With him, I learned life's most meaningful lessons.
Page 4
Acknowledgements
The Editors:
Special thanks to Tom Tracy, Tony Ferrara and Christine Kern. Their guidance and constructive criticism contributed to a coherent text. My wife, Veronica H. Coscia, provided the finishing touch to the final text and much love and support throughout the project.
The Artist:
Tom Tracy created the cartoon characters on pages 23, 25, 37, 60, 70 and 71. His magical ability to draw my feelings and facial expressions is uncanny.
Special Thanks:
To Lauren Basham at SOCAP, Beverly Stoos, Regina Barr, Bernadette Baker, Robin Moriates, Ann Gallagher, Marilyn Kroger and Darlene Elkins, for their help with the call center stress survey.
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