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Telephone Courtesy & Customer Service: Be Your Company's Lifeline to Customers
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ISBN
:
9788130918464
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Publisher
:
Crisp Learning
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Subject
:
Business & Management
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Binding
:
Paperback
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Pages
:
120
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Year
:
2011
₹
245.0
₹
245.0
245.0
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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
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Author Biography
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. Table of Contents Part 1: Quality Customer Service Part 2: Basic Telephone Skills Part 3: Professional Telephone Skills Part4: Understanding Customers Part 5: What Customers Want and the Role of Attitude Appendix
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