Cover image for Telephone courtesy & customer service
Title:
Telephone courtesy & customer service
Author:
Finch, Lloyd C.
Personal Author:
Edition:
Third edition.
Publication Information:
Menlo Park, Calif. : Crisp Publications, 2000.
Physical Description:
vi, 104 pages : illustrations ; 26 cm.
Language:
English
ISBN:
9781560525776
Format :
Book

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Library
Call Number
Material Type
Home Location
Status
Central Library HF5541.T4 F56 2000 Adult Non-Fiction Non-Fiction Area
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Central Library HF5541.T4 F56 2000 Adult Non-Fiction Non-Fiction Area
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Summary

Summary

Give employees effective telephone skills and you will see what a powerful business tool the phone can be.


Table of Contents

Preface
Part 1 Quality Customer Service
You Play a Key Role Customer Service
Is Everyone's Responsibility
The Importance of the Telephone Within Your Organization
Part 2 Proper Telephone Skills
Skill 1 Handing the Telephone
Skill 2 Mastering Voice Inflection
Skill 3 Using Your Best Voice
Skill 4 Addressing the Caller
Skill 5 Answering the Telephone
Skill 6 Practicing Effective Listening
Skill 7 Managing Objections
Skill 8 Learning the Art of Negotiation
Skill 9 Making the Service Follow-up Call
Skill 10 Asking Questions
Skill 11 Making the Outbound Service Call
Skill 12 Delivering Bad News
Skill 13 Managing Different Caller Behaviors
Skill 14 Managing Telephone Messages
Skill 15 Managing the Customer Callback
Skill 16 Avoiding Statements that Give the Wrong Impression
Skill 17 Managing Technology
Skill 18 Closing the Conversation
Part 3 Understanding Customer Needs
Take Time to Understand
What Your Customer Wants
Interpreting Customer Needs
Attitude Is Your Key to Success
Quality Customer Service Defined
Part 4 Managing the Customer's Perception
Create a Positive Image
Your Telephone Service Skills Inventory
Your Action Plan for Better Service

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