Customer Reviews

1-800-COURTESY: Connecting With a Winning Telephone Image

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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.

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.

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.

I believe this book is a 'must read' for every person who answers a telephone, and essential for call center managers. Having managed a call center and now in the call center consulting field, I am very grateful to Terry for taking her time and talent to write what I consider an invaluable training resource. If you want your call center to be successful, this is where to start.

I never expected a book on using the telephone to be so practical. Easy to read and very easy to implement the suggestions. A great resource for anyone concerned with positive customer relations. Every business should have this.

1-800-Coutesy is valuable reading for anyone who uses the phone for business - and isn't that everyone? This concise book is not just a series of telephone tips. Instead it provide practical advice on answering the phone properly, interacting with the different personalities of callers and presenting a confident, positive business image over the phone. This little book is packed with ideas to make every call an effective customer service tool. I have attended Terry's seminar "Psst...Your Business Image is Showing" and looked forward to the release of her book. The book has the same to-the-point, energetic, humorous personality Terry projects in her seminar. If you can't attend the seminar -- Be sure to read the book!