By Bus Desk, Career Press

ISBN-10: 0585226873

ISBN-13: 9780585226873

ISBN-10: 1564141071

ISBN-13: 9781564141071

Strong phone abilities bargains the sensible counsel you want to convert troublesome exchanges into potent, efficient transactions. This consultant will train you ways to get your telephone calls off to a great commence, deal with proceedings with grace, monitor callers tactfully and make a strong impact on every body you consult.

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Additional info for Powerful Telephone Skills: A Quick and Handy Guide for Any Manager or Business Owner (Business Desk Reference)

Example text

5. Answer the Phone Promptly. Avoid letting the telephone ring more than three or four times. Answering promptly conveys a strong message that you and your business are more efficient. 6. Minimize "Hold" Time. One of the most frustrating things for any caller is to be put on hold for an extended period of time. If you can't find the person the caller is trying to reach or if that person is on Page 4 another line, check back with the caller every minute or so to find out if he or she wants to continue holding or leave a message.

When they start to succeed at something, they have to find a way to fail. Deliberately making critical mistakes or failing to even try (not making a call, for example) may be symptoms of this fear. Solution: Surround yourself with positives about yourself. It's a reprogramming process that can take a long time, and professional help may be necessary. Remember, you have a right to be successful and are probably better than you think. Start reprogramming yourself. Fear of the Unknown: This is a fear present in almost every person at least to some degree.

If the customer doesn't mind being transferred, proceed. There are two things you need to do here. First, say you are transferring the call, but in case it gets disconnected, give the customer the number he or she needs to reach and the person's name, if applicable. Second, stay on the line until the desired employee answers. Introduce your customer, briefly explain the problem and disconnect from the conversation. 14. Hang Up Gently. Last, but not least, make sure you hang up gently. Regardless of how well you've done on the call, if the last thing your customer hears is a receiver slammed down on the cradle, then the conversation has ended on a negative note.

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Powerful Telephone Skills: A Quick and Handy Guide for Any Manager or Business Owner (Business Desk Reference) by Bus Desk, Career Press


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