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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