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Telephone courtesy & customer service

By:

Finch, Lloyd C

Material type: Text

TextPublication details: Crisp Pub. Menlo ParkUS 1990Edition: Rev. edDescription: [2], ii, 68 pAction note:

3/7/00 M2LMGR

Summary: Reviews the basics for providing quality customer service. Examines 18 telephone techniques including: addressing the caller; answering the telephone; managing different caller behaviours e.g. talkativeness, and anger. Explains customer wants and needs, and emphasizes the importance of positive attitude. Provides guidelines for managing customer perceptions.

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Reviews the basics for providing quality customer service. Examines 18 telephone techniques including: addressing the caller; answering the telephone; managing different caller behaviours e.g. talkativeness, and anger. Explains customer wants and needs, and emphasizes the importance of positive attitude. Provides guidelines for managing customer perceptions.

3/7/00 M2LMGR

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