Great Customer Service on the Telephone (Worksmart Series)

by Kristin Anderson

List Price:	~~$10.95~~
Amazon Price:	$9.85 & eligible for FREE Super Saver Shipping on orders over $25.
You Save:	$1.10 (10%)
Average Rating:
Lowest New Price:	$5.93
Availablitiy:	Usually ships in 24 hours

Editorial Reviews
Book Description

"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."

Customers who bought this item also bought

All Customer Reviews
Average Customer Review: 3.5 out of 5 stars

3 of 3 people found the following review helpful:

1 out of 5 stars

Less than entry-level book - too basic for anyone who already can use a phone, 2007-06-03
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.

21 of 21 people found the following review helpful:

5 out of 5 stars

Excellent communication skills tool!, 2004-07-27
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.

8 of 11 people found the following review helpful:

5 out of 5 stars

Customer service rescue me book, 2000-11-15
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.

Price is accurate as of the date/time indicated. Prices and product availability are subject to change. Any price displayed on the Amazon website at the time of purchase will govern the sale of this product.