Great Customer Service on the Telephone

Great Customer Service on the Telephone

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by Kristin Anderson
     
 

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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

Overview

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.

Editorial Reviews

Library Journal
Useful is the word for both these books: they are easy to read, filled with sound advice, and immediately applicable. There is nothing in either of them that could possibly do harm. Anderson, a business writer, presents a book that should be required reading for anyone who answers the phone or supervises people who answer the phone at places of business. It is a ready-made, in-service training workshop and step-by-step manual for improving telephone techniques. Taking messages, screening calls, articulating clearly, dealing with phone fraud--these and other topics are covered in primerlike fashion. Highly recommended. Sachs, author of a monthly newsletter on supervising, is certain to help supervisors, showing them how to use appraisal interviews to assure that phone interviewers are prepared and how to handle the delicate art of correcting behavior. Documenting performance is rightly emphasized, along with setting the scene and follow-up. Recommended for general collections.-- A.J. Anderson, GSLIS, Simmons Coll., Boston

Product Details

ISBN-13:
9780814477953
Publisher:
AMACOM
Publication date:
11/26/1992
Series:
Worksmart Series
Pages:
112
Sales rank:
467,748
Product dimensions:
7.00(w) x 10.00(h) x 0.23(d)
Age Range:
17 Years

Meet the Author

KRISTIN ANDERSON is co-author of Delivering Knock Your Socks Off Service, a frequent writer for business magazines and a consultant with Performance Research Associates.

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Great Customer Service on the Telephone 1 out of 5 based on 0 ratings. 1 reviews.
jim3000gt More than 1 year ago
Waited and waited. Tracking number says it never left the state it was shipped from. Had to ask for a refund.