How May I Help You: Outstanding Telephone Courtesy And Customer Service

Do the people who answer your phone appear empathetic? Friendly? In control? Do they listen well? Do they understand what makes the person on the other end of the telephone tick? If your organization's telephone presence is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. This guide introduces the basics of customer service: how to properly answer the telephone; how to handle holds, transfers, and messages; how to deal with difficult calls and callers; and how to present an image that says "confident, credible, and capable." While it can be used on its own, this book is best used for the first time as part of instructor-led training.