Patrick Forsyth
Pages: 96 Published: March 2000
ISBN: 0852928653
ISBN13: 9780852928653
Price: £6.99
Member price: £6.29
This title will be delivered within 3 and 5 days
Description
Telephone Skills sets out simple principles and techniques to enhance your communication skills and ensure you make a positive impact on the telephone.
It provides practical guidance on:
- taking calls
- initial impressions, projecting the right personal and corporate image
- making calls
- deciding what you want to achieve, establishing rapport and getting your message across
- using your voice, intonation and language to best effect
- listening attentively and knowing when to take the initiative
- diffusing anger and winning over difficult callers
- exceeding customer expectations and leaving a lasting impression.
Contents
Introduction: Something I Said?
First Principles
Making the Voice Work for You
Customer Care
Handling Complaints
Special Intentions
Afterword
About the author(s)
Patrick Forsyth
Patrick Forsyth runs Touchstone Training and Consultancy, an independent firm based in London that specialises in marketing, sales and communication skills.
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