TELEPHONE COURTESY & CUSTOMER SERVICE

• Main Author: Finch, Lloyd C. (Author)
• Format: Unknown
• Language: English
• Published: Menlo Park, California Crisp Publication Inc 1990
• Edition: REVISED EDITION
• Series: A Fifty-Minute Series Book
• Subjects: Telephone in business; Telephone etiquette
• Online Access: Click Here to View Status and Holdings.

 It seems simple, doesn't it? People who are the first contact with customers should naturally be the most comfortable in that role. Often, however, they are not, and it is simply because they have not been trained in the most fundamental skills of telephone customer service. That's what this book is all about -- a simple, progressive approach to what matters in dealing with people on the phone. Although organizations differ, it is not unusual to have more than 80% of customer contact provided by telephone. That's why it matters. This book deals with new technologies and call centers but it is primarily designed to present quality customer service, telephone techniques, an understanding of customer "wants and needs", and the importance of a positive attitude.