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Handbook of Essential Phone Skills

5-1/2" x 8-1/2", softcover, 8 pages, 10 copies per pack, $24.95. Table of Contents Sample Page Order Now

Despite changes in technology, the telephone remains the most important business tool for communicating with customers, clients, prospects, and others.

The Handbook of Essential Phone Skills brings together in one easy-to-use volume dozens and dozens of tips and techniques for handling the phone in a courteous, professional, business-building manner.

In its pages you will find information on the importance of voice quality and how it can be improved through correct diction, pacing, tone, breathing and more.

You’ll discover the important voice-body connection and learn how smiling, good posture, and even gesturing can enhance the quality of your voice.

And you’ll learn how to make a positive impression through your greeting, use of the caller’s name, active listening, a professional closing, and more.

You’ll also learn to avoid the common mistakes made when answering the phone, putting a caller on hold, transferring, and leaving voicemail messages.

This booklet is packed with these and other essential phone skills, which will help anyone who uses the phone present a more professional image.

To learn more about the Handbook of Essential Phone Skills, you may read a sample section, Say It With Body Language. You’ll see just how much useful, skill-building information is packed into a brief half-page of this practical guide.

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

Table of Contents

1. 6 ways to improve your voice quality
2. Say it with body language: Understanding the voice-body connection
3. Choose the right words: Avoiding the negatives and focusing on the positives
4. 7 ways to make a positive impression with every phone call
5. Avoid these common pitfalls to poor phone service
6. Dealing with a caller who is difficult to understand

Your Guarantee of Satisfaction

Handbook of Essential 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 Essential 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.

 

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