Telephone Skills that Satisfy Customers: Unleash the Full Potential of the Telephone

Be the first to write a review
Paperback
$11.87
BN.com price
$14.95 List Price (Save 21%)
Marketplace (New and Used)
from
$11.31
$14.95 List Price (Save 24%)
Usually ships in 1-2 business days
All (6)  
Used (5)  
New (1)  
Close
Sort by
Page 1 of 1
Showing All
$11.31
(Save 24%)
booksfromca
Seller since 2008

Feedback rating:

(2546)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

Very Good

Ships from: Simi Valley, CA

Usually ships in 1-2 business days

  • •Canadian
  • •International
  • •Standard, 48 States
  • •Standard (AK, HI)
  • •Express, 48 States
  • •Express (AK, HI)
$40.86
Books From California CA
Seller since 2005

Feedback rating:

(1913)

Condition: Very Good
2010 Paperback Very Good Very Clean Copy-Over 500, 000 Internet Orders Filled.

Ships from: Simi Valley, CA

Usually ships in 1-2 business days

  • •Canadian
  • •International
  • •Standard, 48 States
  • •Standard (AK, HI)
  • •Express, 48 States
  • •Express (AK, HI)
$53.46
source media
Seller since 2012

Feedback rating:

(192)

Condition: Very Good
Money back if not happy!

Ships from: Hialeah, FL

Usually ships in 1-2 business days

  • •Standard, 48 States
$55.61
Extremely_Reliable
Seller since 2007

Feedback rating:

(3210)

Condition: Very Good
Buy with confidence. Excellent Customer Service & Return policy.

Ships from: Richmond, TX

Usually ships in 1-2 business days

  • •Canadian
  • •International
  • •Standard, 48 States
  • •Standard (AK, HI)
$74.99
bargainforce
Seller since 2008

Feedback rating:

(154)

Condition: Good
"Good condition item with wear and markings, ex-library."

Ships from: Naperville, IL

Usually ships in 1-2 business days

  • •Standard, 48 States
  • •Standard (AK, HI)
$100.62
source media
Seller since 2012

Feedback rating:

(192)

Condition: New
Brand New. Money back if not happy!

Ships from: Hialeah, FL

Usually ships in 1-2 business days

  • •Standard, 48 States
Page 1 of 1
Showing All
Close
Sort by

Overview

They've been around since 1876. They're on every wail, desk and pocket in your life now. It's easy to take the phone for granted. But with all the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment on the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.

Telephone Skills That Satisfy Customers covers the basics of ...

See more details below
Sending request ...

More About This Book

Overview

They've been around since 1876. They're on every wail, desk and pocket in your life now. It's easy to take the phone for granted. But with all the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment on the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.

Telephone Skills That Satisfy Customers covers the basics of customer service excellence and demonstrates how to achieve it on the phone every day. You'll learn how to:

Keep a positive attitude

Answer the telephone brilliantly

Ask the right questions, listen effectively and add value

Handle moments of truth

The Acclaimed Crisp Fifty-Minute? Series

Professional Success. Intellectual Curiosity. Personal Achievement. If it's important to you, you can grasp the essential core of it in less than one hour. We cover more than 200 topics-and cut right to the information and skill that matter most. The writing is friendly, concise and most importantly clear. More than 20 million users worldwide have relied on this invaluable series. Open one up and see what you can learn inside of Fifty Minutes.

Product Details

  • ISBN-13: 9781426018466
  • Publisher: Axzo Press
  • Publication date: 2/16/2010
  • Pages: 108
  • Product dimensions: 7.90 (w) x 9.90 (h) x 0.40 (d)

Table of Contents

About the Authors 1

Preface 3

About the Crisp 50-Minute Series 9

A Note to Instructors 10

Part 1 Keeping a Positive Attitude 11

Why Keeping a Positive Attitude Is Important 13

My Successes and Achievements 17

I Like Myself! 19

Positive Self-Direction 22

Part Summary 28

Part 2 Answering the Telephone Brilliantly 29

Preparing to Answer the Telephone 31

Phone Answering Skills 35

Part Summary 44

Part 3 Asking Questions and Listening Effectively 45

What Customers Want When they Call 47

Ask Questions 50

Listen 53

Take Action 59

Part Summary 62

Part 4 Handling Customer Moments of Truth 63

Customer Focus 65

Moments of Truth 67

Part Summary 78

Part 5 Adding Value 79

Five Strategies for Adding Value 81

Communicate Positively with Others 82

Show the Customer Appreciation 84

Follow Up and Follow Through 89

Go the Extra Mile 90

Create Internal Teamwork 93

Part Summary 98

Appendix 99

Appendix to Part 2 101

Appendix to Part 3 103

Appendix to Part 4 104

Appendix to Part 5 105

Additional Reading 108

Customer Reviews

Be the first to write a review
( 0 )

Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Review Guidelines
Add Recommendations
Your Name: Create a Pen Name or Leave Anonymously

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identiy on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

We're sorry, but penname is already taken.

Please select one of the following:
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

penname is available!

By visiting the BN.com website or marking a purchase on BN.com, a User is deemed to have accepted the Terms of Use.

Continue Anonymously

Welcome, penname

You have successfully created your Pen Name. Start enjoying the benefits of the BN.com Community today.

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)
500 character limit