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Author : Judith E Fisher
Edition : 1
Number of Pages : 128
Publisher : Career Education
Amazon Price : $19.72
Used Price : $2.03 |
Product Description The Phone Book takes a hands-on, interactive approach to helping students refine and practice their telephone skills. All phone skills are covered in detail, including listening, question-ing, speaking, handling incoming and outgoing calls, customer orders, customer problems, and complaints. Examples of proper techniques are also included. Customer reviews Telephone skills for those who have none by .. L SLACK (Central Texas)
To be honest, I'm not sure who their target audience is. The book seems to be written for people who have very little, if any phone service experience, but at the same time seems to be directed at professionals. They went to the trouble of explaining what a collect call is, but their examples include setting up major meetings and handling complicated situations. At one point it sounds like they are explaining to a top level executive that it's common for calls to be transferred, and don't be afraid to do so. I've been doing reception work for a long time and was recently promoted to Executive Assistant because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. Some of the examples seem like a downright rude way to respond. A lot of the book did not apply to my business and that made it really hard to apply whatever it was they were trying to teach. I went through the whole book in one day, and I just didn't find anything in it that made me glad I bought it.
HOWEVER, if you are new to reception work and nervous about what you're going to be doing, I would not count this book out. It has some good role-playing activities and such that would probably make a newbie a bit more comfortable and give you more confidence in answering the phone and dealing with the whole gamut of situations that you will run into. It will make you think about what to say and how to handle tough situations and customers.
For people with a lot of years of this kind of experience, don't bother with this book. For those new to the profession, particularly if you will be doing sales calls, buy a used edition and give it a shot.
Related Search : phone book , student text , business success  |
Author : Nancy J. Friedman
Edition : Revised Edition
Number of Pages : 112
Publisher : Thomson
List Price : $13.95
Amazon Price : $8.56
Used Price : $1.16 |
Product Description Your company's reputation is on the line--literally. Make good phone skills a standard throughout your organization with this practical guide to the basics. Teaches everyone how to adopt a professional, friendly tone from the initial greeting to the final good-bye--and how to handle whatever arises in between. A vital reference tool. Learning Objectives: To present basic telephone courtesies. To show how to handle telephone conversation problems. To explain what to avoid in telephoning. Customer reviews what about  by .. ()
The book is a very quick read. If your looking to just pass the time away I would definetly read this book. If your interested in learning something and taking it to the workplace I would choose another book. When I read a book I like to transfer the learning from the book to the workplace and with this book when I was finished I was unable to transfer my learning. Most of the skills I read about were common sense. I was hoping for something a little more "meaty".
Bottom-line should and should not  by .. Lanie Whitlock (Dallas, Texas)
I just happened to work for a company one day and noticed this book while sitting at the reception desk. I browsed through the first few pages and before I realized, I was more than 1/2 way through it. 'Telephone Skills...' describes typical senarios that could occur and unfortunately do from time to time. It's filled with realistic situations and gives positive, and at times, humorous solutions. I think 'Telephone Skills...' is necessary in any environment- professional/social/and casual. I will recommend my 3 nieces (14,13 & 7 -ages) read this. Ask any parent with children- the phone rings, they run to answer it. I think this book is so informally written that even a child can read and understand it's meaning of being "good natured" polite even when it's someelse fault. On the other hand, it's packed with common sense techniques that make you wonder, why businesses are requesting seminars. Go figure! Now go on- buy it!
Great refresher for "experts"; great teaching for novices  by .. ()
I found this book to be a great refresher tool for the "expert" in any company as well as a great teaching tool for the entry level business person. Easy reading and comprehension. Fifty minutes packed with power!
Related Search : crisp fifty , telephone doctor , telephone skills  |
Author : Mary Richards
Edition : 2nd
Number of Pages : 112
Publisher : Management Pocketbooks
List Price : $12.95
Amazon Price : $7.80
Used Price : $21.22 |
Product Description The Telephone Skills Pocketbook covers every aspect of using the telephone to improve business performance. It highlights the importance of good communications skills, the need to build rapport, favourite bad habits and how to avoid them, how to take control of a call, how to keep customers happy, and more. There are separate chapters on receiving and making calls. The former includes 10 easy ways to give your caller a bad experience and 10 easy ways to give your caller a good experience. The latter explains how to get through to people and get the information you need, as well as how to complain and negotiate on the 'phone. In conclusion, the author sets out the rules for becoming a telephone 'super-user' and for fulfilling the super-user's oath: 'I will be in charge and make the 'phone work for me; I will seek out time-eaters and destroy them; I will use super-user control techniques at all times'. Related Search : pocketbook management , pocketbooks , telephone skills  |
Author : Career Press
Number of Pages : 128
Publisher : Career Press
List Price : $10.99
Amazon Price : $0.50
Used Price : $0.01 |
Product Description Powerful Telephone Skills offers the practical guidance you need to convert frustrating exchanges into effective, productive transactions. This guide will teach you how to get your phone calls off to a good start, handle complaints with grace, screen callers tactfully and make a powerful impression on everyone you talk to. Customer reviews Obsolete by .. RAJASEKHAR THIRUMALAISWAMY (Richmond, VA)
I am new to the 'home office' concept of working. A critical success factor in this setup, where face-to-face human interaction is minimal, is to have powerful telephone skills. I found that the book is obsolete and does not cover modern-age telephone techniques including the following : - Effective Conference Calling - Effective Technical Presentations on telephone - Effective 'Bridge Calling' - leaving effective voice mail messages - Telephone Etiquettes - Mobile Phone techniques - Controlled Gossiping - Getting past the secretary to the Boss Instead, the book digresses into normal sales techniques and telemarketing techniques, contradicting with the book cover : 'guide for manager or business owner'. The book can better be retitled as 'elementary telephone skills for telemarketers' I am disappointed.
Related Search : business desk , powerful telephone , reference  |
Author : Wendy Ed.D. Leebov
Number of Pages : 62
Release Date : 2003-06-29
Publisher : Authors Choice Press
List Price : $12.95
Amazon Price : $8.09
Used Price : $8.04 |
Product Description This practical booklet helps healthcare employees who interact with patients and other customers on the phone to develop a strong customer orientation and the behaviors that demonstrate excellent customer service toward patients, physicians, coworkers and other customers. It includes scripts, self-assessment and practice exercises to help employees become more conscious of their customersÂ’ needs and more adept at handling their phone interactions. Related Search : telephone skills , professionals health , care
Author : Gina Strazzabosco-Hayn
Edition : 1st
Number of Pages : 48
Publisher : Rosen Publishing Group
List Price : $29.25
Amazon Price : $11.45
Used Price : $0.01 |
Related Search : telephone uses , skills library , abuses life
Author : Robert Lapp
Edition : 2
Number of Pages : 56
Publisher : Professional Education Systems
List Price : $15.00
Amazon Price : $15.00
Used Price : $1.99 |
Related Search : telephone skills , developing effective |
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