Barrett, Sherry L.
Bibliographic record and links to related information available from the Library of Congress catalog
Chapter One
Polishing Your Performance
on the Telephone 10
Basic Needs of Customers on the Telephone 12
Why Improve? 13
Five Dimensions of Customer Service on the Telephone 15
Telephone Service and Competition 20
Building on the Basics 21
Yes, I Can! 21
Chapter Two
Creating Positive Relationships on
the Telephone 22
Positive Attitudes Are Contagious 24
Staying Positive 27
The Case of Fractured Service 29
Creating Positive Impressions 32
Denying Customers' Requests Tactfully 35
Yes, I Can! 39
Chapter Three
The Basics Work! 40
Opening the Call 41
Managing the Body of the Call 46
Closing the Call 48
Yes, I Can! 49
Chapter Four
Communicating with Style 50
Communication Styles Differ 51
How to Adapt to the Caller's Communication Style 54
Building Rapport Through Mirroring 59
Building Rapport by Empathizing 62
Using "Feelings" Words to Express Empathy 63
Empathy and Blameless Apologies 65
Yes, I Can! 67
Chapter Five
The Ins and Outs of Voice Messaging 68
How to Leave Efficient Voice-Mail Messages 69
How to Create an Effective Voice Mail Greeting 72
Tips for Handling Incoming Voice Mail 73
Yes, I Can! 73
Chapter Six
Responding to the Angry or
Upset Caller 74
Viewing Complaints as Valuable Information 75
Recognizing Signs of Anger on the Telephone 76
Part I-Resolving the Relationship Side of the Problem 78
Part II-Fixing the Problem 80
Handling Abusive Callers 83
Yes, I Can! 85
Chapter Seven
Handling Difficult Telephone
Situations Professionally 86
Chapter Eight
Setting Goals for Better
Telephone Service 90
Telephone Service Action Planner 92
Monitoring Your Success 93
Answers to Selected Exercises 94