Reverse Phone Directory > Books > Great Customer Service
	Great Customer Service on the Telephone (The Worksmart Series) by Kristin Anderson List Price: $10.95 Your Price: $8.76
Editorial Reviews From Library Journal Useful is the word for both these books: they are easy to read, filled with sound advice, and immediately applicable. There is nothing in either of them that could possibly do harm. Anderson, a business writer, presents a book that should be required reading for anyone who answers the phone or supervises people who answer the phone at places of business. It is a ready-made, in-service training workshop and step-by-step manual for improving telephone techniques. Taking messages, screening calls, articulating clearly, dealing with phone fraud--these and other topics are covered in primerlike fashion. Highly recommended. Sachs, author of a monthly newsletter on supervising, is certain to help supervisors, showing them how to use appraisal interviews to assure that phone interviewers are prepared and how to handle the delicate art of correcting behavior. Documenting performance is rightly emphasized, along with setting the scene and follow-up. Recommended for general collections. Ingram First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone--from salesperson to manager to secretary--how to treat it as a service tool that directly impacts on company profits.

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