1-800-COURTESY: Connecting With a Winning Telephone Image (Paperback)

~ (Author)

Editorial Reviews

Product Description

How to win friends and influence people over the telephone.

From the Back Cover

How to win friends and influence people over the telephone. Get the desired
results from any telephone interaction, whether it's keeping customers happy or convincing them
to buy what you're selling.

This book covers much more than good telephone etiquette. It shows how to project the best
telephone image for your company. Establish instant rapport by demonstrating a sincere interest
in your customer's needs. Find out how to:

* Answer the telephone professionally

* Communicate clearly and convincingly

* Listen to your customer so you know what he or she really wants

* Identify verbal cues to help you ask the right questions

* Answer questions effectively

* Project a positive voice attitude

* Present polished telephone manners that show your are confident and competent

And much more!

See all Editorial Reviews

Product Details

• Paperback: 144 pages
• Publisher: Aegis Publishing Group, Ltd. (December 25, 1998)
• Language: English
• ISBN-10: 1890154075
• ISBN-13: 978-1890154073
• Product Dimensions: 8.5 x 5.5 x 0.4 inches
• Shipping Weight: 6.1 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (6 customer reviews)
• Amazon.com Sales Rank: #396,267 in Books (See Bestsellers in Books)

  Popular in this category: (What's this?)

  #27 in

  Books > Business & Investing > Marketing & Sales > Marketing > Telemarketing

Customer Reviews

Most Helpful Customer Reviews

15 of 15 people found the following review helpful:

5.0 out of 5 stars A practical and useful book!, October 13, 1999

By	Donna Blinn ([e-mail]) (Lincoln, RI USA) - See all my reviews

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.

11 of 11 people found the following review helpful:

5.0 out of 5 stars A wonderful handbook for training your employees, December 9, 1998

By A Customer

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.

3 of 3 people found the following review helpful:

5.0 out of 5 stars A new guru of customer service has arrived!, October 29, 1998

By	Rey Carr (Victoria, BC) - See all my reviews

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.