Handbook of Essential Phone Skills

5-1/2" x 8-1/2", softcover, 11 pages, 10 copies per pack, PLUS 10 Glancers $37.95. Table of Contents Glancers Sample Page Order Now Healthcare Edition

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

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

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

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

They’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 reps so that everyone benefits from its powerful skill-building techniques.

New: Glancers are included for each rep

To help your reps keep the important techniques and key phrases in the Handbook of Essential Phone Skills fresh in their minds, your package includes 10 copies of the handbook plus 10 Glancers.

Just peel and stick these colorful Glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the handbook. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.

The Glancers are a valuable addition to this important training handbook.

Table of Contents

1. Voice quality: It’s not what you say but how you say it
2. Say it with body language
3. Choose the right words to say what you mean
4. Make a positive impression on the phone every time
5. How to deal with a caller who is difficult to understand
6. Avoiding the common pitfalls of poor phone service

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 through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

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