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How to win friends and influence people over the telephone. Get the desired results from any telephone interaction, whether it’s keeping customers happy or convincing them to buy what you’re selling.
This book covers much more than good telephone etiquette. It shows how to project the best telephone image for your company. Establish instant rapport by demonstrating a sincere interest in your customer’s needs. Find out how to:
* Answer the telephone professionally
* Communicate clearly and convincingly
* Listen to your customer so you know what he or she really wants
* Identify verbal cues to help you ask the right questions
* Answer questions effectively
* Project a positive voice attitude
* Present polished telephone manners that show your are confident and competent
And much more!
Testimonials:
“This book is a most practical and useful guide for those responsible for serving customers by telephone. As a trainer in the field of customer service skills, I have added this book to the workshop entitled Customer-focused Telephone Skills. Attendees have rated it as terrific source of information and encourage others to tap into the many tips and techniques offered in this publication. “Donna Blinn
“I believe this book is a ‘must read’ for every person who answers a telephone, and essential for call center managers. Having managed a call center and now in the call center consulting field, I am very grateful to Terry for taking her time and talent to write what I consider an invaluable training resource. If you want your call center to be successful, this is where to start.” Pat Mahler
“Managers remain on the lookout for training materials that will help improve employee performance. Those who have been searching for a telephone training manual can stop here. Using a folksy approach, 1-800-Courtesy addresses the major telephone blunders we’re familiar with–and tells how to overcome them. One of the book’s most helpful sections explains the DISC system for identifying varied personality styles, and offers advice on how to deal with them over the phone. 1-800-Courtesy is definitely current, giving counsel about home offices, cell phones, voice mail,and other communication trends. This slim volume is a great investment for any organization that wants to put on a new voice–which many places sorely need.” Meme Kielbasa
“More than just a book about customer service via the telephone. This book helps the reader in practical ways to consider how to improve customer service in all departments. Loaded with excellent examples from the real world. Everyone uses the telephone, but this book hones the details that separates quality service from memorized scripts.” Rey Carr
