Great Customer Service on the Telephone

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.

Author: Kristin Anderson
Publisher: Amacom
Published: 11/26/1992
Pages: 96
Binding Type: Paperback
Weight: 0.45lbs
Size: 9.70h x 6.80w x 0.30d
ISBN: 9780814477953

Review Citation(s):
Library Journal 02/15/1993

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.