Great Customer Service on the Telephone - (Worksmart Series) by Kristin Anderson (Paperback)
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<p/><br></br><p><b> About the Book </b></p></br></br>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 company profits.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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.<p/><br></br><p><b> About the Author </b></p></br></br><P> 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.
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