Great Customer Service on the Telephone

by Kristin Anderson

Overview

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 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 your voice effectiveness

With worksheets, checklists, and fill-in forms, Great Customer Service on the Telephone will inspire fabulous phone service.

Product Details

ISBN-13:	9780814415801
Publisher:	AMACOM
Publication date:	11/26/1992
Sold by:	HarperCollins Publishing
Format:	eBook
Pages:	96
File size:	942 KB

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.

Editorial Reviews

Useful is the word for both these books: they are easy to read, filled with sound advice, and immediately applicable. There is nothing in either of them that could possibly do harm. Anderson, a business writer, presents a book that should be required reading for anyone who answers the phone or supervises people who answer the phone at places of business. It is a ready-made, in-service training workshop and step-by-step manual for improving telephone techniques. Taking messages, screening calls, articulating clearly, dealing with phone fraud--these and other topics are covered in primerlike fashion. Highly recommended. Sachs, author of a monthly newsletter on supervising, is certain to help supervisors, showing them how to use appraisal interviews to assure that phone interviewers are prepared and how to handle the delicate art of correcting behavior. Documenting performance is rightly emphasized, along with setting the scene and follow-up. Recommended for general collections.-- A.J. Anderson, GSLIS, Simmons Coll., Boston

Library Journal