Great Customer Service on the Telephone (Paperback) (ISBN-13: 9780814477953)

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.