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Your company's reputation is on the line—literally. Make good phone skills a standard throughout your organization with this practical guide to the basics.
Introduction Attitude: It's Your Choice Be Friendly Before You Know Who It Is Buffer Words Bureaucratic Bounce Call Centers Cellular Phones Cliff-Hangers Company Jargon Controlling the Conversation Don't Be Too Busy to Be Nice Eight Great Hates Email Emotional Leakage Fast Talkers Five Forbidden Phrases Foreign Accents Front-Line Operators Getting a Phone Number Gum Chewing Hold "How Can I Help You?" "I Don't Know" Internal Calls Internet Irate Callers I.Q. Test "I'm Sorry" Just a Second" K.I.S.S. Method Leave a Good Last Impression Message Mangling Message Taking 1 Message Taking 2 Mirror on Your Desk Music (or Announcements) on Hold No" at the Start of a Sentence Obscene Phone Calls People Before Paperwork! Please...Thank You...You're Welcome" Public Sector Quality Is a Four-Letter Word Receptionist Returning Phone Calls Rushing Callers Screening Calls Six Cardinal Rules of Customer Service Slow Talkers Smile Speakerphones Swear-Stoppers Three-Part Greeting Tone of Voice Transferring Calls Unavoidable Delays in Answering Voicemail—Curse or Cure? Voicemail General Tips We Are Customers to Each Other We Can't Do That" Welcome Guest X-Rated You'll Have to..." Zest