Telephone Courtesy & Customer Service

by Lloyd C. Finch and Lloyd Finch, Lloyd C.;Finch

Book Overview

Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 1560520647
• ISBN13: 9781560520641
• Release Date: January 1990
• Publisher: Crisp Learning
• Length: 88 Pages
• Weight: 0.44 lbs.
• Dimensions: 0.3" x 8.1" x 10.0"

Customer Reviews

Full of ideas and suggestions to improve customer service.

Telephone Courtesy & Customer Service is a classic example of how to manage the telephone. The author does and excellent job of intertwining telephone skills as they relate to customer service. Eighteen skills are presented in a "how to" positive manner. The impact of these telephone skills on customer service is illustrated in an easy to understand format. The point made is, that every employee telephone statement made to customers and other callers influences the customer's perception of the organization and of the service provided. Employee's determine the customer's perception by what they say and how they say it. Each statement can be delivered so that it leaves a positive impression on the customer or caller. Customer needs are also discussed. A section on employee attitude, as it pertains to customer service, is especially valuable. Overall, the book is a primer on telephone skills and, in my estimation, one of the best ever written. I recommend it!