A thorough, quick-reading guide that shows anyone who uses the phone how to treat it as a service tool that directly impacts on company profits. 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. In this book, you will be able to double your effectiveness when you 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 your voice effectiveness With worksheets, checklists, and fill-in forms, Great Customer Service on the Telephone will inspire fabulous phone service.