附註:Includes bibliographical references (pages 138-140) and index.
Foreword -- Who should read this book -- A personal note to the reader -- Introduction: The noble CSR's call to excellence -- 1. Mixed messages: Darned if you do, darned if you don't -- 2. Going, going, going-Gone south! -- 3. Not one more call, please! Handling job tension -- 4. Help! I'm still stressed out! -- 5. Why can't you see what I'm saying -- 6. How do I deal with the calls from hell? -- 7. Technical support/Help desks -- 8. Thanks, you made my day! -- 9. Grab bag of additional tidbits -- 10. Change: Disaster or opportunity -- Appendix -- References -- Index.
