Total Quality Management, Marketing, Customer Relations 

Resolve problems, place orders, satisfy existing customers...this was the realm of the traditional customer service representative. Now they're faced with an added mandate, and it's a whopper: generate new sales.Here's the breakthrough book that in-house customer service and sales management professionals have been asking for. Proactive Customer Service bridges the two disciplines to supply hands-on tips and techniques for uncovering new sales opportunities via the customer service department. Readers get step-by-step advice on how to: - focus on asking the right questions- acquire advanced listening skills- resolve objections and obstacles to close the sale.Filled with real-life scenarios and sample scripts, it provides the tools for turning a reactive customer service department into a proactive profit center. - from Amzon