How to win friends and influence people over the telephone.
Book Description
Editorial Reviews
From the Back Cover
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.
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!
About the Author
A respected trainer, speaker, image consultant, and businesswoman, Terry
Wildemann, C.C.S.E., works with organizations and individuals to improve their professional
and interpersonal skills. Her clients include the U.S. Air Force, the U.S. Navy and The Robbins
Company. She has taught at Brown University and the Roger Williams University Center for
Professional Development, and has facilitated workshops throughout the Eastern United States
and England. A resident of Middletown, Rhode Island, Terry has owned and operated Image
Plus. . . Associates since 1987.
Wildemann, C.C.S.E., works with organizations and individuals to improve their professional
and interpersonal skills. Her clients include the U.S. Air Force, the U.S. Navy and The Robbins
Company. She has taught at Brown University and the Roger Williams University Center for
Professional Development, and has facilitated workshops throughout the Eastern United States
and England. A resident of Middletown, Rhode Island, Terry has owned and operated Image
Plus. . . Associates since 1987.
Product Details
Would you like to update product info or give feedback on images?
|
More About the Author
Discover books, learn about writers, read author blogs, and more.
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
15 of 15 people found the following review helpful:
5.0 out of 5 stars
A practical and useful book!,
By Donna Blinn (donna.blinn@gte.net) (Lincoln, RI USA) - See all my reviews
This review is from: 1-800-COURTESY: Connecting With a Winning Telephone Image (Paperback)
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.
11 of 11 people found the following review helpful:
5.0 out of 5 stars
A wonderful handbook for training your employees,
By A Customer
This review is from: 1-800-COURTESY: Connecting With a Winning Telephone Image (Paperback)
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.
3 of 3 people found the following review helpful:
5.0 out of 5 stars
A new guru of customer service has arrived!,
By Rey Carr (Victoria, BC) - See all my reviews
This review is from: 1-800-COURTESY: Connecting With a Winning Telephone Image (Paperback)
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.
Share your thoughts with other customers: Create your own review
|
|
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
