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Delivering Legendary Customer Service on the Telephone by Richard S. Gallagher

Delivering Legendary Customer Service on the Telephone

by Richard S. Gallagher

152 pages
The complete toolkit for customer skills on the telephone.

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(PDF format)
Category: Business
(requires Adobe Reader)
About the Book

This is not your typical “how to be nice on the phone” book! Delivering Legendary Customer Service on the Telephone gives you proven techniques to build your confidence, productivity and customer service quality on the telephone, including:

-Techniques for sounding like a winner.
-The H.E.L.P.-U.S. method to communicate professionally.
-When language or communication is a problem.
-Greeting and closing approaches.
-Rapid problem diagnosis on the phone.
-Handling the problem caller.
-Screening, escalating and transferring calls.
-Working with your team.
-Tips to reduce stress on the telephone.
-Getting the most out of your phone system.

Delivering Legendary Customer Service on the Telephone teaches you the skills behind excellent telephone customer service, and then helps you bring these skills to life using interactive questions, telephone skills exercises and self-assessment testing. It is a clear, readable book that will help your whole team have fun learning to provide world-class service on the telephone.

 

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About the Author
Richard S. Gallagher Rich Gallagher is a nationally-known author, columnist and public speaker on customer support issues. He has a long management career in customer service and call center environments, and is the author of five books including The Soul of an Organization, Delivering Legendary Customer Service and Smile Training Isn't Enough.

 

 

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