Great Customer Service on the Telephone

PREFACE

Does anyone not know how to use the telephone? You probably can’t even remember a time when speaking on the phone wasn’t part of your everyday life. So why should you read this book?

Using the telephone effectively involves much more than simply picking up the handset, dialing seven or eleven numbers, and chatting with your favorite customer about your latest product breakthrough. Using the telephone well will benefit you both personally and professionally.

Whether you are a service professional spending seven hours a day (or more!) on the phone to customers, a manager or support person who uses the phone to talk to coworkers, or someone who makes only a few calls each week, the way you use the telephone will impact on how customers and ...