Customer Reviews

Great Customer Service on the Telephone (Worksmart Series)

5 star:		(2)
4 star:		(1)
3 star:		(1)
2 star:		(0)
1 star:		(2)

 

 

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.

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.

I wanted a book that gives some insight into what makes a person sound great on the phone. Concurrent with reading this book I realized however that I instead need to switch my focus: I have ordered

'Set Your Voice Free: How To Get The Singing Or Speaking Voice You Want'
'Raise Your Voice 2nd edition', and
'The Voice Book: Caring For, Protecting, and Improving Your Voice'

though I have not yet gotten to reading them.

'Great Customer Service on the Telephone' has about 7 out of 88 pages for my topic: they were good, just not in depth enough. In 'GCSotT's defense however it was not meant to deal with such a narrow topic, and instead provides an overview of a large number of telephone related issues, split into 3 big categories:

1) managing the medium
2) managing your call
3) managing yourself

The book has 26 chapters in about 88 pages so each chapter is very short and practical. I found it informative and came away with a few pages of notes even though I was searching for something else from it.

However, it is a rather generic overview, and telephone-maniacs like most of the x+ generation will have no trouble with a bit of hard work/discipline in figuring out most of this stuff intuitively, so unless you're an introvert prepare to find a lot of this material bland.

I'd give it 3.5 stars if I could since I don't believe it should be above $10

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.

Did not offer me anything more than I learned in high school 40 years ago. I was disappointed. I would not recommend this book for anyone who is looking for some insight to better customer service on the phone.

Hi! This is my review for the Great Customer on the telephone textbook. Anyways I find it very interesting and helpful to how you can answer the telephone efficiently in a office type setting or at a store type setting. Also you can practice good communication skills with answering the telephone at your home or at a business.