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Book Description

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.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. Preface
  6. Acknowledgments
  7. Part I. Managing the Medium
    1. Chapter 1: You Can Be a Mind Reader
    2. Chapter 2: The Challenge of Telephone Communication
    3. Chapter 3: There's a Ringing in My Ears!
    4. Chapter 4: Taking Meaningful Messages
    5. Chapter 5: The Art of Transferring Calls
    6. Chapter 6: Hold, Please!
    7. Chapter 7: Gotta Get That Other Line
    8. Chapter 8: Conference Calling
    9. Chapter 9: Answering Machines and Voice Mail—And Other Potential Technological Nightmares
    10. Chapter 10: Text Telephones: Customers Can See What You're Saying
    11. Chapter 11: A Few Words About Phone Fraud
  8. Part II. Managing Your Call
    1. Chapter 12: Putting Your Best Voice Forward: Effective Telephone Greetings
    2. Chapter 13: When You Have to Screen Calls
    3. Chapter 14: Keeping Your Feet on the Floor (and Out of Your Mouth)
    4. Chapter 15: Planning Ahead
    5. Chapter 16: Asking Questions
    6. Chapter 17: Making a Show of Listening
    7. Chapter 18: When You Have to Say “No”
    8. Chapter 19: In Case of Emergency!
    9. Chapter 20: Telephone Selling
    10. Chapter 21: “I'm Soooo Mad!”
    11. Chapter 22: Ending the Endless Call
  9. Part III. Managing Yourself
    1. Chapter 23: Your Phone Voice
    2. Chapter 24: A Plan for Voice Improvement
    3. Chapter 25: Mending Frayed Nerves
    4. Chapter 26: “Do You Mind? It's Personal!”
  10. Appendix A: Placing an International Call
  11. Appendix B: North American Area Codes
  12. Appendix C: Time Zone Map
  13. Appendix D: Verbal Spelling Guide
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