Great Customer Service on the Telephone (Worksmart Series) [Paperback]

Kristin Anderson (Author)

Book Description

Publication Date: November 26, 1992 | ISBN-10: 081447795X | ISBN-13: 978-0814477953 | Edition: 1

First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.

Editorial Reviews

From Library Journal

Useful is the word for both these books: they are easy to read, filled with sound advice, and immediately applicable. There is nothing in either of them that could possibly do harm. Anderson, a business writer, presents a book that should be required reading for anyone who answers the phone or supervises people who answer the phone at places of business. It is a ready-made, in-service training workshop and step-by-step manual for improving telephone techniques. Taking messages, screening calls, articulating clearly, dealing with phone fraud--these and other topics are covered in primerlike fashion. Highly recommended. Sachs, author of a monthly newsletter on supervising, is certain to help supervisors, showing them how to use appraisal interviews to assure that phone interviewers are prepared and how to handle the delicate art of correcting behavior. Documenting performance is rightly emphasized, along with setting the scene and follow-up. Recommended for general collections.
- A.J. Anderson, GSLIS, Simmons Coll., Boston
Copyright 1993 Reed Business Information, Inc.

Book Description

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:

* handle irate customers

* end those ""endless"" calls

* take meaningful messages

* handle conference calls and transfer calls

* screen calls and ask focused questions

* use the phone during emergencies

* improve their voice effectiveness

With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

See all Editorial Reviews

Product Details

• Reading level: Ages 17 and up
  
• Paperback: 96 pages
• Publisher: AMACOM; 1 edition (November 26, 1992)
• Language: English
• ISBN-10: 081447795X
• ISBN-13: 978-0814477953
• Product Dimensions: 9.7 x 6.8 x 0.3 inches
• Shipping Weight: 8.8 ounces (View shipping rates and policies)
• Average Customer Review: 3.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #278,824 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

24 of 26 people found the following review helpful:

5.0 out of 5 stars Excellent communication skills tool!, July 27, 2004

By 

L SLACK "Bunnybread' Slack" (Central Texas) - See all my reviews
(REAL NAME)   

This review is from: Great Customer Service on the Telephone (Worksmart Series) (Paperback)

I've been doing reception work for a long time and was recently promoted to because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. I love reference material and I have purchased other books on the same subject. I read this book, nearly cover-to-cover (left out the sales calls chapter as it does not apply to me), and I found it interesting, informative, easy-to-read, and applicable to my work. Very useful tips on how to handle all kinds of situations. Written for anyone from the 20-year professional secretary/assistant to a total beginner. I would definitely choose this book over The Phone Book: Telephone Skills for Business Success Student Text by Fisher.

In short, professionally written, applicable to all kinds of situations, great for all levels of experience.

8 of 11 people found the following review helpful:

5.0 out of 5 stars Customer service rescue me book, November 15, 2000

By A Customer

This review is from: Great Customer Service on the Telephone (Worksmart Series) (Paperback)

This book was absolutely what I have been looking for. It has assisted not only me, but the customers that I work with on a daily basis. Thanks for such great information and Rescue.

4 of 6 people found the following review helpful:

1.0 out of 5 stars Less than entry-level book - too basic for anyone who already can use a phone, June 3, 2007

By 

S. Pedley (Kansas City, MO USA) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: Great Customer Service on the Telephone (Worksmart Series) (Paperback)

I was very dissapointed with this book - it features extremely basic information about customer service and phone skills. The books stresses that the phone should be answered quickly, politely and that the CSR should listen to the caller. They recommend taking complete messages, calling back promptly and trying to sound positive when saying "no".

I believe I learned all of that from my mom and dad when I was 8. It was not worth the $10.95, and I won't be buying any titles from this series or publisher again - it just isn't new or useful information.