Great Customer Service on the Telephone

Table of Contents

1. Cover
2. Title
3. Copyright
4. Contents
5. Preface
6. Acknowledgments
7. Part I. Managing the Medium
   1. Chapter 1: You Can Be a Mind Reader
   2. Chapter 2: The Challenge of Telephone Communication
   3. Chapter 3: There's a Ringing in My Ears!
   4. Chapter 4: Taking Meaningful Messages
   5. Chapter 5: The Art of Transferring Calls
   6. Chapter 6: Hold, Please!
   7. Chapter 7: Gotta Get That Other Line
   8. Chapter 8: Conference Calling
   9. Chapter 9: Answering Machines and Voice Mail—And Other Potential Technological Nightmares
   10. Chapter 10: Text Telephones: Customers Can See What You're Saying
   11. Chapter 11: A Few Words About Phone Fraud
8. Part II. Managing Your Call
   1. Chapter 12: Putting Your Best Voice Forward: Effective Telephone Greetings
   2. Chapter 13: When You Have to Screen Calls
   3. Chapter 14: Keeping Your Feet on the Floor (and Out of Your Mouth)
   4. Chapter 15: Planning Ahead
   5. Chapter 16: Asking Questions
   6. Chapter 17: Making a Show of Listening
   7. Chapter 18: When You Have to Say “No”
   8. Chapter 19: In Case of Emergency!
   9. Chapter 20: Telephone Selling
   10. Chapter 21: “I'm Soooo Mad!”
   11. Chapter 22: Ending the Endless Call
9. Part III. Managing Yourself
   1. Chapter 23: Your Phone Voice
   2. Chapter 24: A Plan for Voice Improvement
   3. Chapter 25: Mending Frayed Nerves
   4. Chapter 26: “Do You Mind? It's Personal!”
10. Appendix A: Placing an International Call
11. Appendix B: North American Area Codes
12. Appendix C: Time Zone Map
13. Appendix D: Verbal Spelling Guide