You are previewing Telephone Courtesy & Customer Service: Be Your Company's Lifeline to Customers, Fourth Edition.
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Telephone Courtesy & Customer Service: Be Your Company's Lifeline to Customers, Fourth Edition

Book Description

We all depend on phones every day, and we each have different phone styles. But few people realize how essential proper telephone techniques are to business. The fact is: telephone skills are critical to quality customer service. Learn how to represent your company and satisfy the needs of customers at the same time through effective use of this important business tool.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Table of Contents
  4. About the Author
  5. Preface
    1. Learning Objectives
    2. Workplace and Management Competencies mapping
      1. Workplace Competencies:
  6. About the Crisp 50-Minute Series
    1. What You Need to Know
      1. Exercises
      2. Forms
  7. A Note to Instructors
    1. PowerPoint Presentations
    2. Answer keys
    3. Assessments
    4. Customization
  8. Part 1: Quality Customer Service
    1. Quality Customer Service
    2. Customer Service Is Everyone’s Responsibility
      1. Creating a Positive Customer Service Image
    3. Providing Added Service
    4. Part Summary
  9. Part 2: Basic Telephone Skills
    1. Skill 1: Handling the Telephone
    2. Skill 2: Answering the Telephone
      1. The Four Answering Courtesies
    3. Skill 3: Mastering Voice Inflection
    4. Skill 4: Using Your Best Voice
    5. Skill 5: Addressing the Caller
    6. Skill 6: Making the Outbound Call
    7. Skill 7: Practicing Effective Listening
      1. Objections
      2. Example
      3. Roadblocks to Effective Telephone Listening:
      4. How to Improve Your Listening
    8. Skill 8: Managing Telephone Messages
    9. Skill 9: Closing the Conversation
      1. Courteous Closing Statements
    10. Part Summary
  10. Part 3: Professional Telephone Skills
    1. Skill 1: Asking Questions
      1. Open Questions
      2. Closed Questions
      3. Closing an Open Question
      4. Closing for Agreement, Clarification, or to Manage Time
      5. When to Use Open or Closed Questions
      6. Key Words to Begin Open or Closed Questions
    2. Skill 2: Learning to Negotiate
      1. Negotiating Tips
    3. Skill 3: Making the Service Follow-Up Call
      1. Nothing Went Right
      2. The Angry Customer
      3. A New Customer
      4. The Regular Customer
    4. Skill 4: Delivering Bad News
      1. The Direct Approach
      2. The Good News/Bad News Approach
    5. Skill 5: Avoiding Statements That Give the Wrong Impression
    6. Skill 6: Managing Technology
      1. Voicemail
      2. Voicemail Rights for Customers
      3. Fax
      4. Email
      5. Conference Calls
    7. Part Summary
  11. Part 4: Understanding Customers
    1. Manage Various Customer Behavior Styles
      1. Caller Behavior Styles:
    2. The Assertive Customer Wants Results
      1. How to Manage Conversations with Assertive Customers
        1. True or False: Is the customer you just described the one you least like to have a conversation with?
      2. Advantages of Talking with Assertive Customers
    3. The Angry Customer Wants Action
      1. How to Manage Conversations with Angry Customers
        1. How to apologize in a general way or in a broad sense
        2. Action plan
    4. The Amiable Customer Wants to Work Together
      1. How to Manage Conversations with Amiable Customers
      2. Advantages of Talking with Amiable Customers
    5. The Expressive Customer Wants to Be Engaged
      1. How to Manage Conversations with Expressive Customers
      2. Advantages of Talking with Expressive Customers
    6. The Analytical / Detail-Oriented Customer Wants Accuracy
      1. How to Manage Conversations with Analytical Customers
      2. Advantages of Talking with Analytical Customers
    7. Into Action: A Three-Step Plan
    8. What about Your Behavioral Style?
      1. If you’re assertive:
      2. If you’re amiable:
      3. If you’re expressive:
      4. If you’re analytical:
    9. Part Summary
  12. Part 5: What Customers Want and the Role of Attitude
    1. Take Time to Understand
    2. Interpreting Customer Needs
      1. Customer Four
      2. One last thing about what customers want
    3. Positive Attitude Is a CHOICE!
    4. Attitude Is Your Key to Success
      1. Attitude Facts
      2. Making Choices
      3. Taking Control
      4. Tips for a Positive Attitude
    5. Your Personal Action Plan for a More Positive Attitude
    6. Part Summary
  13. Appendix
    1. Appendix to Part 1
      1. Comments & Suggested Responses
        1. Case Study: The Wholesale Widget Company
        2. The Customer’s Perception
    2. Appendix to Part 2
      1. Comments & Suggested Responses
        1. Setting Priorities
    3. Appendix to Part 3
      1. Comments & Suggested Responses
        1. Open and Closed Questions
        2. The Package Wasn’t Sent
        3. Customer Perceptions
    4. Appendix to Part 4
      1. Recognizing Customer Behaviors
    5. Appendix to Part 5
      1. Comments & Suggested Responses
        1. What Your Customer Wants
        2. Customer Service Attitude Survey