Telephone Skills from A to Z: The Telephone Doctor Phone Book / Edition 2

Telephone Skills from A to Z: The Telephone Doctor Phone Book / Edition 2

by Nancy J. Friedman
     
 

ISBN-10: 1560525800

ISBN-13: 9781560525806

Pub. Date: 05/28/2000

Publisher: Crisp Publications, Inc.

This book starts out with the premise that "just trying to be nice to others when they call...and when we call out" is not brain surgery. The celebrated Telephone "Doctor" "RM" has taken the most important skills, tips, ideas, and techniques and put them all here, in alphabetical order. Nancy Friedman encourages (even insists) that people really use this book —

Overview

This book starts out with the premise that "just trying to be nice to others when they call...and when we call out" is not brain surgery. The celebrated Telephone "Doctor" "RM" has taken the most important skills, tips, ideas, and techniques and put them all here, in alphabetical order. Nancy Friedman encourages (even insists) that people really use this book — mark it up, underline, make notes — because she believes that the all-important people-skills in this book will never be out of style, and were never more important than now. She appreciates the wonders of technology with cell phones, call centers, call-waiting and all the rest, but she relies on the basics found in this book for dealing with Fast Talkers, Holding, Just A Second and the all time favorite, Who's Calling Please? 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. 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.

Product Details

ISBN-13:
9781560525806
Publisher:
Crisp Publications, Inc.
Publication date:
05/28/2000
Series:
Fifty-Minute Series
Edition description:
REVISED
Pages:
112
Product dimensions:
7.80(w) x 9.80(h) x 0.30(d)

Table of Contents

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

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >