Great Customer Service on the Telephone (Worksmart Series)

I've been doing reception work for a long time and was recently promoted to because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. I love reference material and I have purchased other books on the same subject. I read this book, nearly cover-to-cover (left out the sales calls chapter as it does not apply to me), and I found it interesting, informative, easy-to-read, and applicable to my work. Very useful tips on how to handle all kinds of situations. Written for anyone from the 20-year professional secretary/assistant to a total beginner. I would definitely choose this book over The Phone Book: Telephone Skills for Business Success Student Text by Fisher. In short, professionally written, applicable to all kinds of situations, great for all levels of experience.

It does provide information about customer service but not enough information, or it might just be too simple. If you are a new agent in the field it will help you to give you the general idea of dealing with every day customers.

I was very dissapointed with this book - it features extremely basic information about customer service and phone skills. The books stresses that the phone should be answered quickly, politely and that the CSR should listen to the caller. They recommend taking complete messages, calling back promptly and trying to sound positive when saying "no". I believe I learned all of that from my mom and dad when I was 8. It was not worth the $10.95, and I won't be buying any titles from this series or publisher again - it just isn't new or useful information.

not what I expected unhappy with book and condition.

great book

dear Kristin I got a new credit card with you,and never got a discount for my order,and my last order $20 shipping [bad] so make it up to. I still have a lot of shopping to do. [email protected]

Hi! This is my review for the Great Customer on the telephone textbook. Anyways I find it very interesting and helpful to how you can answer the telephone efficiently in a office type setting or at a store type setting. Also you can practice good communication skills with answering the telephone at your home or at a business.

Did not offer me anything more than I learned in high school 40 years ago. I was disappointed. I would not recommend this book for anyone who is looking for some insight to better customer service on the phone.

I was looking for a customer service book that goes more into the actual use of language and so it was not very useful for me. Plus the format of the book and the style seems quite old fashioned.