Great Customer Service On The Telephone

By: Kristin Anderson

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Paperback | 26 November 1992 | Edition Number 1

At a Glance

Paperback
112 Pages

Age
17+

Grade
12+

Dimensions(cm)
25.4 x 17.9 x 0.7

Paperback

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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 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.

About 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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