They've been around since 1876. They're on every wall, desk and pocket in your life now. It's easy to take the phone for granted. But with the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers.
Table of Contents
Part 1: Keeping a Positive Attitude Why Keeping a Positive Attitude Is Important My Successes and Achievements I Like Myself! Positive Self-Direction Part Summary Part 2: Answering the Telephone Brilliantly Preparing to Answer the Telephone Phone Answering Skills Part Summary Part 3: Asking Questions and Listening Effectively What Customers Want When they Call Ask Questions Listen Take Action Part Summary Part 4: Handling Customer Moments of Truth Customer Focus Moments of Truth Part Summary Part 5: Adding Value Five Strategies for Adding Value Communicate Positively with Others Show the Customer Appreciation Follow Up and Follow Through Go the Extra Mile Create Internal Teamwork Part Summary Appendix Appendix to Part 2 Appendix to Part 3 Appendix to Part 4 Appendix to Part 5 Additional Reading