Telephone Courtesy & Customer Service

Telephone Courtesy & Customer Service is a classic example of how to manage the telephone. The author does and excellent job of intertwining telephone skills as they relate to customer service. Eighteen skills are presented in a "how to" positive manner. The impact of these telephone skills on customer service is illustrated in an easy to understand format. The point made is, that every employee telephone statement made to customers and other callers influences the customer's perception of the organization and of the service provided. Employee's determine the customer's perception by what they say and how they say it. Each statement can be delivered so that it leaves a positive impression on the customer or caller. Customer needs are also discussed. A section on employee attitude, as it pertains to customer service, is especially valuable. Overall, the book is a primer on telephone skills and, in my estimation, one of the best ever written. I recommend it!