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.
Use this book to explore the fundamentals of telephone service and effective call handling techniques to successfully serve the needs of your customers.
Table of Contents:
Chapter 1: Telephone Service Fundamentals
Good Telephone Service
Attitude and Interpersonal Skills
Greeting Customers
Chapter 2: Handling Calls Effectively
Identifying Customer Needs
Handling Difficult Calls