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 AndersonPublisher: AmacomPublished: 11/26/1992Pages: 96Binding Type: PaperbackWeight: 0.45lbsSize: 9.70h x 6.80w x 0.30dISBN: 9780814477953