Telephone Courtesy & Customer Service, 4/e
Telephone Courtesy & Customer Service, 4/e
Be Your Company's Lifeline to Customers
₹220.50 ₹245.00 Save: ₹24.50 (10%)
Go to cartISBN: 9788130918464
Bind: Paperback
Year: 2012
Pages: 120
Size: 6 x 9 Inch
Publisher: Crisp Learning
Published in India by: Viva Books
Exclusive Distributors: Viva Books
Sales Territory: India, Nepal, Pakistan, Bangladesh, Sri Lanka
Description:
We all depend on phones every day, and we each have different phone styles. But few people realize how essential proper telephone techniques are to business. The fact is: telephone skills are critical to quality customer service. Learn how to represent your company and satisfy the needs of customers at the same time through effective use of this important business tool.
Telephone Courtesy & Customer Service begins with basic information about phones and the important role they play in the customer experiences, and then you?ll learn how to:
- Ensure the tone of your voice matches your message
- Become an effective listener
- Manage messages and follow-up with ease
- Leverage technology to enhance customer service
Contents:
Part 1: Quality Customer Service • Quality Customer Service • Customer Service Is Everyone's Responsibility • Providing Added Service • Part 2: Basic Telephone Skills • Skill 1: Handling the Telephone • Skill 2: Answering the Telephone • Skill 3: Mastering Voice Inflection • Skill 4: Using Your Best Voice • Skill 5: Addressing the Caller • Skill 6: Making the Outbound Call • Skill 7: Practicing Effective Listening • Skill 8: Managing Telephone Messages • Skill 9: Closing the Conversation • Part 3: Professional Telephone Skills • Skill : Asking Questions • Skill 2: Learning to Negotiate • Skill 3: Making the Service Follow-Up Call • Skill 4: Delivering Bad News • Skill 5: Avoiding Statements That Give the Wrong Impression • Skill 6: Managing Technology • Part 4: Understanding Customers • Manage Various Customer Behavior Styles • The Assertive Customer Wants Results • The Angry Customer Wants to Work Together • The Expressive Customer Wants to Be Engaged • The Analytical/Detail-Oriented Customer Wants Accuracy • Into Action: A Three-Step Plan • What about Your Behavioral Style? • Part 5: What Customers Want and the Role of Attitude • Take Time to Understand • Interpreting Customer Needs • Positive Attitude Is a CHOICE! • Attitude Is Your Key to Success • Your Personal Action Plan for a More Positive Attitude • Appendix • Appendix to Part 1 • Appendix to Part 2 • Appendix to Part 3 • Appendix to Part 4 • Appendix to Part 5
About the Author:
Lloyd Finch had a business career of eighteen years in sales and sales management with Pacific Bell and AT & T. He founded Alpha Consulting Group for the purpose of providing customer service improvement programs and skill training for corporate accounts. He has written and produced several award-winning training videos focusing on customer service skills and teamwork. In additional to this book, he's also the author of Call Center Success, Success as a CSR, and Twenty Ways to Improve Customer Service and co-author of Delegation Skills for Leaders. He holds a BA degree in Management from St. Mary's College. Lloyd lives in Carmel, California.
