Kristin Anderson - Great customer service on the telephone

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title	:	Great Customer Service On the Telephone WorkSmart Series
author	:	Anderson, Kristin.
publisher	:	AMACOM Books
isbn10 | asin	:	081447795X
print isbn13	:	9780814477953
ebook isbn13	:	9780585039930
language	:	English
subject	Telephone in business, Customer services.
publication date	:	1992
lcc	:	HF5541.T4A45 1992eb
ddc	:	658.8/12
subject	:	Telephone in business, Customer services.

Page i Great Customer Service on the Telephone

Page ii The WorkSmart Series The Basics of Business Writing Commonsense Time Management Great Customer Service on the Telephone How to Speak and Listen Effectively Productive Performance Appraisals Successful Team Building

Page iii Great Customer Service on the Telephone Kristin Anderson amacom AMERICAN MANAGEMENT ASSOCIATION THE WORKSMARTSERIES New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Toronto Mexico City

Page iv This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Anderson, Kristin. Great customer service on the telephone / Kristin Anderson. p. cm.(The WorkSmart series) ISBN 0-8144-7795-X 1. Telephone in business. 2. Customer service. L Title. II. Series. HF5541.T4A45 1992 658.8'12dc2092-22159 CIP 1992 AMACOM, a division of American Management Association, New York. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 10 9 8

Page v CONTENTS Preface ix Acknowledgments xi Part I. Managing the Medium Chapter 1 You Can Be a Mind Reader 3 Chapter 2 The Challenge of Telephone Communication 6 Chapter 3 There's a Ringing in My Ears! 10 Chapter 4 Taking Meaningful Messages 13 Chapter 5 The Art of Transferring Calls 18 Chapter 6 Hold, Please! 21 Chapter 7 Gotta Get That Other Line 23 Chapter 8 Conference Calling 25 Chapter 9 Answering Machines and Voice Mail And Other Potential Technological Nightmares 27

Page vi Chapter 10 Text Telephones: Customers Can See What You're Saying 32 Chapter 11 A Few Words About Phone Fraud 36 Part II. Managing Your Call Chapter 12 Putting Your Best Voice Forward: Effective Telephone Greetings 41 Chapter 13 When You Have to Screen Calls 44 Chapter 14 Keeping Your Feet on the Floor (and Out of Your Mouth) 46 Chapter 15 Planning Ahead 49 Chapter 16 Asking Questions 53

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