You are previewing 54 Golden Nuggets: The Best of the Telephone Doctor.
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54 Golden Nuggets: The Best of the Telephone Doctor

Book Description

The compilation of 54 articles covers all aspects of customer service and are organized into four easy-to-reference sections: Customer service, telephone service, human resources tips and voice mail/e-mail/cell phone tips. Each article is geared toward keeping the customer you work so hard to get.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. Foreword
  6. Preface
  7. Customer Service Tips
    1. 5 Common Threads of Customer Service
    2. 5 Ways to Sabotage Your Business
    3. 7 Steps to Service Recovery
    4. 9 Ways to Gain the Competitive Edge
    5. 10 Best Customer Service Techniques
    6. 10 Things Your Customers Won’t Tell You, But We Will
    7. Are You Guilty?
    8. Art of Apologizing: A Short Course
    9. Back on Track
    10. Booth Customer Service 101
    11. Candy Store Story
    12. Can You Tell I’m Smiling?
    13. Company Welcome Mat
    14. Emotional Leakage
    15. How to Deliver Bad News
    16. How to Deliver “Business Friendly” Customer Service
    17. Listen Up!
    18. Passive, Average, or Proactive: Which are you?
    19. Personal Accountability
    20. Question: Why is “No Problem” a Big Problem?
    21. Questions Are the Answer
      1. Open-Ended Questions
    22. Retailing Woes Easily Fixed with Seven Simple Customer Service Training Tips
    23. R U Rude?
    24. Service Mentality
    25. Service Recovery: The Art of Damage Control
    26. Spank Them with Your Wallet
    27. The Telephone Doctor’s 6 Cardinal Rules of Customer Service
    28. Top 10 Customer Service Mistakes
    29. What’s Your R-T-C Factor?
    30. Why I Left the “Dental Implant Guy”
    31. Telephone Doctor IQ Quiz
    32. Telephone Doctor Ten-Point Customer Service Self-Assessment
    33. 21 Great Unexpected Customer Service Tips
    34. Warning—Contagious Condition: Smilyosis
  8. Telephone Service Tips
    1. 12 Timely Tips for Making an Effective Outbound Call
    2. Controlling Personal Calls at the Office
    3. Do’s and Don’ts of Executive Phone Skills
    4. Handling the Irate Customer
    5. Have You Called You Yet?
    6. How to Deal with the Foreign Accent
    7. How to Handle Call Reluctance and Call Rejection
    8. How Not to Answer a Telephone Call
    9. Monogram the Call
    10. Returning Phone Calls
    11. Service after the Sale
    12. Telephone Inquiries are Not Always About Price
    13. The Three-Part Greeting
  9. Human Resources Tips
    1. Back to Basics: Hiring the Right Voice
    2. “Carol Doesn’t Work Here Anymore”
    3. I Think You Let the Wrong 400 Go!
    4. Top 30 Reasons New Salespeople Don’t Succeed
  10. Voice Mail, E-Mail, and Cell Phone Tips
    1. 5 Most Frustrating Voice Mail Phrases
    2. Cell Phone Flubs—The Dirty Dozen
    3. E-mail Errors: Simple Kindness or Common Sense?
  11. About the Author