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A thorough, quick-reading guide that shows anyone who uses the phone how to treat it as a service tool that directly impacts on company profits.
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.
In this book, you will be able to double your effectiveness when you learn how to:
handle irate customersend those “endless” callstake meaningful messageshandle conference calls and transfer callsscreen calls and ask focused questionsuse the phone during emergenciesimprove your voice effectiveness
With worksheets, checklists, and fill-in forms, Great Customer Service on the Telephone will inspire fabulous phone service.
Publisher : AMACOM; 1st edition (November 26, 1992)
Language : English
Paperback : 96 pages
ISBN-10 : 081447795X
ISBN-13 : 978-0814477953
Reading age : 17 years and up
Item Weight : 7.5 ounces
Dimensions : 10 x 0.3 x 7 inches
