Great Customer Service on the Telephone (Worksmart Series) (Paperback)

By Kristin L. Anderson

Thomas Nelson, 9780814477953, 96pp.

Publication Date: April 30, 2010



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.

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.