Paul R. Timm

This book is intended for those who are in sales, business development or who spend time on the phone in a professional setting. It has 33 action tips you can apply immediately to boost your telephone effectiveness.

Very basic information and tactics included such as speaking clearly with great customer service; to how to handle upset customers.

Strive to have the upset customer share responsibility for finding a reasonable solution to the problem.

Summary tips:
Give caller your name
Smile show more into the phone
Keep your caller informed
Invite caller to be efficient with your time
Commit to caller requests
Thank the caller
Fluctuate tone of your voice
Use hold carefully
Use friendly language
Handle update callers with understanding show less

Editorial Reviews
Book Description
Since publishing the first edition of this classic that has sold over 250,000 copies, the challenges of keeping customers-or creating customer loyalty-has become even more urgent. Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Turned-off customers produce devastating ripple effects that quickly drag companies into a morass of mediocrity, while show more organizations that creatively apply a constant flow of small, customer-centered innovations see consistent and persistent strengthening of their customer base. This book will get all managers and employees thinking about the little things that can make all the difference. If everyone in an organization improves awareness of the simple yet powerful ideas in this volume, the company can and will see dramatic improvements in service and customer loyalty. The impact on the bottom line will be dramatic. --This text refers to the Paperback edition.

Book Info
A book to get all managers and employees thinking about the little things that can make all the difference. Softcover. --This text refers to the Paperback edition. show less