Telephone Skills That Satisfy Customers: Unleash the Full Potential of the Telephone

by Conlow, Rick

• ISBN13: 9781426018466
• ISBN10: 1426018460
• Format: Paperback
• Copyright: 2010-02-28
• Publisher: Natl Book Network

Summary

They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.

Table of Contents

About the Authors	p. 1
Preface	p. 3
About the Crisp 50-Minute Series	p. 9
A Note to Instructors	p. 10
Keeping a Positive Attitude	p. 11
Why Keeping a Positive Attitude Is Important	p. 13
My Successes and Achievements	p. 17
I Like Myself!	p. 19
Positive Self-Direction	p. 22
Part Summary	p. 28
Answering the Telephone Brilliantly	p. 29
Preparing to Answer the Telephone	p. 31
Phone Answering Skills	p. 35
Part Summary	p. 44
Asking Questions and Listening Effectively	p. 45
What Customers Want When they Call	p. 47
Ask Questions	p. 50
Listen	p. 53
Take Action	p. 59
Part Summary	p. 62
Handling Customer Moments of Truth	p. 63
Customer Focus	p. 65
Moments of Truth	p. 67
Part Summary	p. 78
Adding Value	p. 79
Five Strategies for Adding Value	p. 81
Communicate Positively with Others	p. 82
Show the Customer Appreciation	p. 84
Follow Up and Follow Through	p. 89
Go the Extra Mile	p. 90
Create Internal Teamwork	p. 93
Part Summary	p. 98
Appendix	p. 99
Appendix to Part 2	p. 101
Appendix to Part 3	p. 103
Appendix to Part 4	p. 104
Appendix to Part 5	p. 105
Additional Reading	p. 108
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