Crisp: Telephone Courtesy & Customer Service, Third Edition: Achieving Interpersonal Impact in Business (Fifty-Minute Series.) (Paperback)

by Lloyd C. Finch (Author)

Editorial Reviews

Product Description
Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.

Learning Objectives: To describe the basics of providing high-quality customer service. To explain proper telephone skills. To explore the importance of understanding customer needs. To explain the essential role customer service plays in creating a favorable impression of the company.

Product Details

• Paperback: 112 pages
• Publisher: Crisp Learning; 3 edition (February 23, 2000)
• Language: English
• ISBN-10: 1560525770
• ISBN-13: 978-1560525776
• Product Dimensions: 9.9 x 8 x 0.2 inches
• Shipping Weight: 9.3 ounces (View shipping rates and policies)
• Average Customer Review: 4.3 out of 5 stars See all reviews (3 customer reviews)
• Amazon.com Sales Rank: #616,927 in Books (See Bestsellers in Books)

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• This item is part of The Crisp 50 Minute Series.

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Phone Techniques for Positive Customer Service Skills, June 9, 2009

By	BYF "Backyard Flix" (San Francisco, CA) - See all my reviews

CONTENTS:


Part 1: Quality Customer Service

* You Play a Key Role
* Customer Service is Everyone's Responsibility
* The Importance of a Telephone Within Your Organization


Part 2: Proper Telephone Skills

Skills
1 - Handling the Telephone
2 - Mastering Voice Inflection
3 - Using Your Best Voice
4 - Addressing the Caller
5 - Answering the Telephone
6 - Practicing Effective Listening
7 - Managing Objections
8 - Learning the Art of Negotiation
9 - Making the Service Follow-up Call
10 - Asking Questions
11 - Making the Outbound Service Call
12 - Delivering Bad News
13 - Managing Different Caller Behaviors
14 - Managing Telephone Messages
15 - Managing the Customer Callback
16 - Avoiding Statements that Give the Wrong Impression
17 - Managing Technology
18 - Closing the Conversation


Part 3: Understanding Customer Needs

* Take Time to Understand
* What Your Customer Wants
* Interpreting Customer Needs
* Attitude Is Your Key to Success
* Quality Customer Service Defined


Part 4: Managing the Customer's Perception

* Create a Positive Images
* Your Telephone Service Skills Inventory
* Your Action Plan for Better Service

3.0 out of 5 stars Telephone Courtesy & Customer Service, August 9, 2007

By	Kathy L. Jackson "kjackson" (Cleveland, OH) - See all my reviews (REAL NAME)

Not exactly what I expected. I was looking for new information. This is information that has been redone numerous times.

0 of 3 people found the following review helpful:

5.0 out of 5 stars Book, February 18, 2007

By	Anne Marei Bragole "tweety62" (tweety62) - See all my reviews (REAL NAME)

Seller sent book in excellent time frame and the books was in excellent condition. I would recommend this seller. I would buy from this seller again.