Give employees effective telephone skills and you will see what a powerful business tool the phone can be.
Table of Contents
Preface Part 1: Quality Customer Service You Play a Key Role Customer Service Is Everyone's Responsibility The Importance of the Telephone Within Your Organization Part 2: Proper Telephone Skills Skill 1: Handing the Telephone Skill 2: Mastering Voice Inflection Skill 3: Using Your Best Voice Skill 4: Addressing the Caller Skill 5: Answering the Telephone Skill 6: Practicing Effective Listening Skill 7: Managing Objections Skill 8: Learning the Art of Negotiation Skill 9: Making the Service Follow-up Call Skill 10: Asking Questions Skill 11: Making the Outbound Service Call Skill 12: Delivering Bad News Skill 13: Managing Different Caller Behaviors Skill 14: Managing Telephone Messages Skill 15: Managing the Customer Callback Skill 16: Avoiding Statements that Give the Wrong Impression Skill 17: Managing Technology Skill 18: Closing the Conversation Part 3: Understanding Customer Needs Take Time to Understand What Your Customer Wants Interpreting Customer Needs Attitude Is Your Key to Success Quality Customer Service Defined Part 4: Managing the Customer's Perception Create a Positive Image Your Telephone Service Skills Inventory Your Action Plan for Better Service
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