Book description
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:
* handle irate customers
* end those ""endless"" calls
* take meaningful messages
* handle conference calls and transfer calls
* screen calls and ask focused questions
* use the phone during emergencies
* improve their voice effectiveness
With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.
Table of contents
- Cover
- Title
- Copyright
- Contents
- Preface
- Acknowledgments
-
Part I. Managing the Medium
- Chapter 1: You Can Be a Mind Reader
- Chapter 2: The Challenge of Telephone Communication
- Chapter 3: There's a Ringing in My Ears!
- Chapter 4: Taking Meaningful Messages
- Chapter 5: The Art of Transferring Calls
- Chapter 6: Hold, Please!
- Chapter 7: Gotta Get That Other Line
- Chapter 8: Conference Calling
- Chapter 9: Answering Machines and Voice Mail—And Other Potential Technological Nightmares
- Chapter 10: Text Telephones: Customers Can See What You're Saying
- Chapter 11: A Few Words About Phone Fraud
-
Part II. Managing Your Call
- Chapter 12: Putting Your Best Voice Forward: Effective Telephone Greetings
- Chapter 13: When You Have to Screen Calls
- Chapter 14: Keeping Your Feet on the Floor (and Out of Your Mouth)
- Chapter 15: Planning Ahead
- Chapter 16: Asking Questions
- Chapter 17: Making a Show of Listening
- Chapter 18: When You Have to Say “No”
- Chapter 19: In Case of Emergency!
- Chapter 20: Telephone Selling
- Chapter 21: “I'm Soooo Mad!”
- Chapter 22: Ending the Endless Call
- Part III. Managing Yourself
- Appendix A: Placing an International Call
- Appendix B: North American Area Codes
- Appendix C: Time Zone Map
- Appendix D: Verbal Spelling Guide
Product information
- Title: Great Customer Service on the Telephone
- Author(s):
- Release date: November 1992
- Publisher(s): AMACOM
- ISBN: 9780814415801
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