Home   Frontline Reps   Training Guides   Handbook of Advanced Phone Skills  

Handbook of Advanced Phone Skills

5-1/2" x 8-1/2", softcover, 8 pages, 10 copies per pack, $24.95. Order two or more packs for $19.95 each — Save 20%. Table of Contents Sample Page Order Now

Handbook of Advanced Phone Skills will show your reps how to take their phone skills to the next level with techniques for building rapport, taking ownership, controlling calls, and more.

Your reps will reinforce their skills and hone new ones with information on:

• Maintaining control of the call by avoiding language that may trigger a negative reaction, and understanding and controlling their own emotional triggers

• Building rapport, mutual understanding and trust with customers

• Taking ownership of every call and reassuring callers that their issues will be resolved

• Perfecting their listening skills through preparation, feedback, paraphrasing, clarification, probing techniques, and more.

If your reps are ready to move beyond the basics to advanced phone skills, this information packed booklet is for them.

To learn more about the Handbook of Advanced Phone Skills, you may read a sample section, Take Ownership of Every Call. You’ll see just how much useful, skill-building information is packed into a brief half-page of this practical guide.

The Handbook of Advanced Phone Skills is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful skill-building techniques.

Table of Contents

1. 4 ways to build rapport with customers

2. Take ownership of every call

3. Perfect the fine art of listening to get to the heart of the matter

4. Self Test: How good are your listening skills?

5. Avoid confrontation to maintain control of the call

6. Manage the length of the call

Your Guarantee of Satisfaction

Handbook of Advanced Phone Skills is guaranteed. We want you and your staff to put this valuable resource to work in your department. Then, if you are not 100% satisfied, you may return your copies within 30 days for a full refund.

About the Publisher

Handbook of Advanced Phone Skills is published by the Customer Service Group.

The Customer Service Group provides management and training materials for customer service executives, managers and representatives through its newsletters: The Customer Communicator and Customer Service Newsletter — plus books and support materials for Customer Service Week.

 

Order Now