Duration:
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read,
easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute
books keep you engaged and help you retain critical skills.
They’ve been around since 1876. They’re on every wall, desk and pocket in your life now. It’s easy to take the phone for granted. But with the millions
companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment through the phone to lose a customer forever.
Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers with this self-paced book.
Table of Contents:
Part 1: Keeping a Positive Attitude
Why Keeping a Positive Attitude Is Important
My Successes and Achievements
I Like Myself!
Positive Self-Direction
Part Summary
Part 2: Answering the Telephone Brilliantly
Preparing to Answer the Telephone
Phone Answering Skills
Part Summary
Part 3: Asking Questions and Listening Effectively
What Customers Want When they Call
Ask Questions
Listen
Take Action
Part Summary
Part 4: Handling Customer Moments of Truth
Customer Focus
Moments of Truth
Part Summary
Part 5: Adding Value
Five Strategies for Adding Value
Communicate Positively with Others
Show the Customer Appreciation
Follow Up and Follow Through
Go the Extra Mile
Create Internal Teamwork
Part Summary
Appendix
Appendix to Part 2
Appendix to Part 3
Appendix to Part 4
Appendix to Part 5
Additional Reading
