Customer Service Training 101, 2nd Edition

CHAPTER 5

Saying It with a Smile: Telephone Contacts

ALWAYS MAKE IT EASY FOR YOURCUSTOMERS TO DO BUSINESS WITH YOU

Write down a typical exchange that you would have with a customer who contacts you by telephone:

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Think about the scenario you have created above as you work through this chapter. Use it as the example when answering the Practice Lesson questions at the end of the chapter.

If your job is to handle customer contacts by telephone, then you have probably figured out that this requires a different skill set than ...