Great Customer Service on the Telephone (Worksmart Series)
| Author | : | |
| Rating | : | 4.42 (555 Votes) |
| Asin | : | 081447795X |
| Format Type | : | paperback |
| Number of Pages | : | 96 Pages |
| Publish Date | : | 2016-03-08 |
| Language | : | English |
DESCRIPTION:
Recommended for general collections.- A.J. Sachs, author of a monthly newsletter on supervising, is certain to help supervisors, showing them how to use appraisal interviews to assure that phone interviewers are prepared and how to handle the delicate art of correcting behavior. It is a ready-made, in-service training workshop and step-by-step manual for improving telephone techniques. From Library Journal Useful is the word for both these books: they are easy to read, filled with sound advice, and immediately applicable. . Anderson, a business writer, presents a book that should be required reading for anyone who answers the phone or supervises people who answer the phone at places of business. Anderson, GSLIS, Simmons Coll., BostonCopyright 1993 Reed Business Information, Inc. Documenting performance is rightly emphasized, along with setting the scene and fo
"It's like having someone tell you how to bake a cake" according to Piku. Nothing new under the sky.same old textdos and don't but no real examples that you can use.It's like having someone tell you how to bake a cake without the recipemake sure the oven is hotuse a deep dish.blablabla. Excellent communication skills tool! L SLACK I've been doing reception work for a long time and was recently promoted to because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. I love reference material and I have purchased other books on the same subject. I read this book, nearly cover-to-cover (left out the sales calls chapter as it does not apply to me), and I found it interesting, informative, easy-to-read, and applicable to my work. Very useful tips on how to handle . "Two Stars" according to Jacqueline. not what I expected unhappy with book and condition.
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.
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. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. First impressions are often lasting impressions. 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.