Terrific Telephone Techniques is more than a book. It is a valuable resource to help you to build and maintain the reputation of your company.
This easy-to-read, practical workbook brings together all the questions asked, issues explored, and answers given during more than 100 Telephone Techniques courses conducted by Terrific Trading over several years.
It covers the steps you and your team need to take to consistently provide terrific service over the phone, and includes exercises and discussion points to help you implement improvements in your workplace.
- Communicating with clarity over the phone
- Guidelines for professional telephone behaviour
- Questioning technique and listening skills
- What to do when the customer isn't listening
- Cutting short over talkative customers without offending them
- Mobile phone etiquette
- Dealing with difficult calls
Don't just read this book. Use it as a tool to safeguard the reputation of your business.