Telephone Skills From A to Z: The Telephone Doctor® Phone Book

Part 1: Introduction

Part 2

·        Attitude: It’s Your Choice

·        Be friendly before you know who it is

·        Buffer words

·        Bureaucratic bounce

·        Call centers

·        Cellular phones

·        Cliff-hangers

·        Company jargon

·        Controlling the conversation

Part 3

·        Don’t Be Too Busy To Be Nice

·        Eight great hates

·        E-mail

·        Emotional leakage

·        Fast talkers

·        Five forbidden phrases

·        Front-line operators

Part 4

·        Getting a phone number

·        Gum chewing

·        Hold

·        “How can I help you?”

·        “I don’t know”

·        Internal calls

·        Internet

·        Irate callers

·        I.Q. test

·        “I’m sorry”

Part 5

·        “Just a second”

·        K.I.S.S. method

·        Leave a good last impression

Part 6

·        Message mangling

·        Message taking #1

·        Message taking #2

·        Mirror on your desk

·        Music (or announcement) on hold 

·        “No” at the start of a sentence

·        Obscene phone calls

Part 7

·        People before paperwork!

·        “Please…thank you…you’re welcome”

·        Public sector

·        Quality is a four-letter word

·        Receptionist

·        Returning phone calls

·        Rushing callers

Part 8

·        Screening calls

·        Six cardinal rules of customer service

·        Slow talkers

·        Smile

·        Speakerphones

·        Swear-stoppers

·        Three-part greeting

·        Tone of voice

·        Transferring calls

·        Unavoidable delays in answering

Part 9

·        Voicemail—curse or cure?

·        Voicemail general tips

·        We are customers to each other

·        “We can’t do that”

·        Welcome guest

·        X-rated

Part 10

·        “You’ll have to…”

·        Zest