Additional information
by Kristin Anderson (Author)
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.
Author Biography
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.
Number of Pages: 96
Dimensions: 0.3 x 9.7 x 6.8 IN
Publication Date: November 26, 1992
