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9780814477953

Great Customer Service on the Telephone

Great Customer Service on the Telephone
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  • ISBN-13: 9780814477953
  • ISBN: 081447795X
  • Publisher: Amacom

AUTHOR

Anderson, Kristin

SUMMARY

"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."Anderson, Kristin is the author of 'Great Customer Service on the Telephone' with ISBN 9780814477953 and ISBN 081447795X.

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