Beyond "Hello": A Practical Guide for Excellent Telephone Communication and Quality Customer Service (Paperback)

by Jeannie Davis (Author), Pat Landaker (Editor) "What is attitude?..." (more)
Key Phrases: callback forms, complaint callers, preferred communication style, Post Its (more...)

Editorial Reviews

Product Description
This tutorial offers help to improve every telephone interaction a company has with its valued customers. Drawn from Davis' experiences, the book includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.

From the Publisher
Each chapter contains tips to help make a great first impression, enhance customer interaction and retain and strengthen client relationships through excellent customer service over the telephone.

See all Editorial Reviews

Product Details

• Paperback: 158 pages
• Publisher: Now Hear This; 1 edition (January 1, 2000)
• Language: English
• ISBN-10: 0944918042
• ISBN-13: 978-0944918043
• Product Dimensions: 8 x 7.8 x 0.4 inches
• Shipping Weight: 12 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars See all reviews (8 customer reviews)
• Amazon.com Sales Rank: #245,456 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

16 of 18 people found the following review helpful:

5.0 out of 5 stars Great Tutorial, January 29, 2000

By A Customer

This tutorial offers help to improve every telephone interaction a company has with its valued customers. Beyond "Hello" includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.

Each chapter contains tips to help make a great first impression, enhance customer interaction and retain and strengthen client relationships through excellent customer service over the telephone.

A "must read."

8 of 8 people found the following review helpful:

5.0 out of 5 stars Older Workers Benefit From Beyond "Hello", June 2, 2002

By	John C. Brown (Weschester County, NY) - See all my reviews

With your permission, we're using Beyond "Hello" as our basic text for our course curriculum , which teaches older workers Customer Service Skills. Your book has been an excellent platform for this training. It's clear, concise, understandable, and easy to relate to. I constantly reinforce to our students that they should use your book as a resource and reference on the job.

6 of 7 people found the following review helpful:

5.0 out of 5 stars Amazing information on Customer Service, April 16, 2005

By	Ronald C. Nayman (Rochester, NY USA) - See all my reviews (REAL NAME)

I have been in customer service for a few years and got away from it until I started my newest position. Some of the things I learned before and now are in the book. But it contains a lot more great information. It is so well organized and I enjoyed the examples she uses and the way she tells it. It was easy to read and I learned so much from it. If everyone can't have a personal copy it should be in every workplace to use as a text book for training.