Book Description
This tutorial offers help to improve every telephone interaction a company has with its valued customers. Drawn from Davis' experiences, the book includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.
Customer Reviews:
Timely.......2005-06-13
As comprehensive as it is, 'Beyond Hello' needs an immediate update. According to Russell Crowe, there is only one word needed for complete mastery of the tool: 'DUCK!'
Amazing information on Customer Service.......2005-04-17
I have been in customer service for a few years and got away from it until I started my newest position. Some of the things I learned before and now are in the book. But it contains a lot more great information. It is so well organized and I enjoyed the examples she uses and the way she tell it. It was easy to read and I learned so much from it. If everyone can't have a personal copy it should be in every workplace to use as a text book for training.
Older Workers Benefit From Beyond "Hello".......2002-06-03
With your permission, we're using Beyond "Hello" as our basic text for our course curriculum , which teaches older workers Customer Service Skills. Your book has been an excellent platform for this training. It's clear, concise, understandable, and easy to relate to. I constantly reinforce to our students that they should use your book as a resource and reference on the job.
Great Tutorial.......2000-01-30
This tutorial offers help to improve every telephone interaction a company has with its valued customers. Beyond "Hello" includes exercises, stories and examples of how attitude, telephone etiquette, communication styles and listening skills impact the bottom line.
Each chapter contains tips to help make a great first impression, enhance customer interaction and retain and strengthen client relationships through excellent customer service over the telephone.
A "must read."
Fantastic Guide.......2000-01-21
I've had the opportunity to work with Jeannie while printing a recent copy of my newsletter on professional conduct. Beyond "Hello" is an easy to read, comprehensive guide that can help anyone improve and sharpen his or her phone skills. I highly recommend this book and include it as required reading for my entire staff. Congratulations Jeannie on a book well done!
-- Clint Greenleaf
Customer Reviews:
Less than entry-level book - too basic for anyone who already can use a phone.......2007-06-03
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.
Excellent communication skills tool!.......2004-07-27
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.
Customer service rescue me book.......2000-11-15
This book was absolutely what I have been looking for. It has assisted not only me, but the customers that I work with on a daily basis. Thanks for such great information and Rescue.
Book Description
Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
'A Practical Guide to Call Center Technology shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. It shows how to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.
Customer Reviews:
A STRATEGIC CALL TO CALL CENTER TECHNOLOGY.......2005-03-07
For most customer communications, the call of the customer contact center is the point of entry. Author Andrew Waite does an excellent job in this book of explaining the strategies, techniques and technologies to ensure that you get the most out of your telephone call portion of your customer contact center investment. Waite first goes on to explain a few parts and principles that affect the customer call center manager. Next, the author touches on staffing and the importance of adequate labor pools in the location you have chosen to operate your customer contact center. Then, Waite focuses on the telephone call component and the management of telephony workflow. Next, the author deals with the hardware, architecture and relationship between the components and subsystems of a switching system, which includes the automatic call distributor (ACD) system (of which the author acknowledges that there is no easy way to catergorize ACD systems). Then, Waite looks at the instruments used in the traditional call center.
So, as customer contact center managers become more sophisticated and mature in their role, according to the author, they grow to trust the machine data and, thus, need fewer comprehensive reports. Nevertheless, Waite points out one inteesting fact out of all this that is coming out of call center operations: Unless it is a pure direct sales respnse, most calls happen for less than positive reasons.
Finally, with the preceding in mind, Waite has done an outstanding job in this book of identifying the major trends within the customer contact center industry center around explosive technology growth. This has led to a growing library of open architectures with industry standard interfaces, more sophisticated tools reisding in smaller centers and more component applications involved in each transaction.
Needed help.......2004-03-31
I was promoted to run the call center in our company. We have two centers with 300 Telephone and Customer sales reps. I have no expernce in computers except for my PC. I bought this book to help me talk to the computer staff. They cannot fool me as much now. They were too busy for the call center. Now they understand we make most of the money. This book help me present this better.
A solid, fact-filled, and highly useful guide.......2002-04-11
A Practical Guide To Call Center Technology: Select The Right Systems For Total Customer Satisfaction by telecommunications expert Andrew J. Waite is a highly informational book for businesspeople who need to set up a telephone system to handle customer orders, complains, and other important matters. Fielding long-distance calls from any number of people for good business is no small feat, and chapters from this guide address such diverse issues as basic connection and setup, typical switching systems, the value of an ACD (Automatic Call Distributor) system, and much more. A glossary at the back helps readers unfamiliar with the terminology catch up quickly...A solid, fact-filled, and highly useful guide for anyone who needs to launch an effective and efficient call center -- and keep it running smoothly!
Book Description
Master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.
Average customer rating:
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Keep Them Calling: Superior Service on the Telephone (How-to-Book Series))
Sherry Barrett
Manufacturer: American Media Publishing
ProductGroup: Book
Binding: Paperback
 General
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Customer Service
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Vocational Guidance
| Job Hunting & Careers
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ASIN: 1884926479 |
Book Description
The telephone sometimes is the only link customers have with an organization. Keep Them Calling! Teaches employees polished phone deliveries to create trusting customer relationships. Whether servicing customers on the telephone is a big or small part of their job, with this quick-read book, employees are sure to make a positive impression and relay a professional image.
Customer Reviews:
An excellent read!.......2004-03-12
This book was an excellent tool for all types of telephone readers. I found it both inspiring and helpful to all members of my staff. A job well done!
Book Description
Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;
This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters.
Customer Reviews:
Must have for a customer service representative.......2007-09-15
This is a good book to read, if you plan to get into the customer service field, and work with customers on the phone. The book teaches you techniques that can help you solve problems, control your anger, calm the customer down, and a host of things; but you will have to buy the book to learn more.
Book Description
Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.
Customer Reviews:
Telephone Courtesy & Customer Service.......2007-08-09
Not exactly what I expected. I was looking for new information. This is information that has been redone numerous times.
Book.......2007-02-18
Seller sent book in excellent time frame and the books was in excellent condition. I would recommend this seller. I would buy from this seller again.
Book Description
Callers from Hell
Book Description
This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ;
Stress in call centers is a big problem. Calls from irate customers are the leading cause of Tele-Stress. This book provides common-sense strategies that work to cope, and the author explains what stress is, how if affects the body, and how to overcome it.
Customer Reviews:
fast shipping.......2007-05-21
This book was shipped in the fastest way ever;)
And this book is quite practical as well...
Thanks
The Perfect CSR (Customer Support Representative) Primer.......2002-09-16
This was one of the first books I was introduced to for customer service and stress management and is still one of the best.
I first read this book in 1997 before taking my first phone customer service position for Stephen Coscia himself. He insisted that each of his employees read the book before assisting customers. True to his writing, he practiced and taught me every word that was in his book. While I no longer work directly as a CSR, I still follow many of the books simpler rules such as qualifying escalating situations, controlling my breathing to control my stress and taking a needed break from a situation which has upset me in some way.
I have been a happier and more productive employee in all of my career endeavors thanks to this book and Mr. Coscia.
Prevent Call Center Burnout.......2002-01-29
I was fortunate enough to learn the Tele-Stress strategies from Stephen Coscia first-hand more than ten years ago, as a customer service rep and later as a colleague. He is a man who walks his talk. I still refer to the information today whenever a challenging service situation arises.
Tele-Stress is concise, practical, and valuable for the mental and physical well-being of front-line service people in any industry. In a business environment where a well-trained customer service staff can give you that edge to leave your closest competitors in the dust, you owe it to the health of your employees and the financial health of your company to acquire and implement these strategies now!
Good ideas.......2000-05-29
This book was not what I expected it to be. I am a facilitator at a call center. I ordered this book thinking that it would provide tips on how to relieve stress for call center employees; it focused more on irate callers and how to deal with them rather than on the call center itself. It did, however, employ some great strategies that I will definately be incorporating into my customer service training in future classes. If you are looking for more call-center specific solutions, pass on this one; if you are looking for customer service strategies and irate caller strategies, this is a must-read.
Tele-Stress Relief for Call Center Stress.......2000-03-29
Very informative and well laid out. The book gets right to the heart of situations and gives you good solid information. This book is a must for understanding Call Center Stress.
Book Description
QoS (Quality of Service) and Network Management are old topics. However, the fusion of IP style multimedia and wireless networks (3G) means that network managers who might previously have dealt with one or the other, must now manage and provide service guarantees for the both. This is where Managing Service Level Quality across Wireless and Fixed Networks steps in...
It begins by examining the mechanisms that already existed in fixed IP data networks prior to the introduction of probe and agent technology. A look at these later developments is then supplemented with a real-world scenario of how real time application performance monitoring can not only provide service level management but can also aid in root cause analysis.
This same model is then applied to a wireless environment examining which elements are required to be able to deliver multimedia services across 2nd and 3rd generation mobile networks, detailing the components of data networking that will assist in guaranteeing service level performance and the constraints placed on those guarantees when passing services over an air interface to a wireless-enabled device.
It asks a simple question: will multimedia applications and the guaranteed levels of service required by them work when traversing from fixed to wireless networks?
It tracks QoS components and mechanisms of both environments and looks at what will provide the glue in this brave new converged world and also provides empirical data to back up the conclusions drawn.
- First book available which applies QoS techniques and technologies to wireless/mobile networks 3G/UMTS
- Deals with the search for the real time information that constitutes the "customer experience" in terms of application performance so that service levels can be verified against measurable and relevant data in a true end-to-end manner across both fixed and wireless networks
- Presents probe and agent technology
- Features a real-world scenario of how real time application performance monitoring can not only provide service level management but can also aid in root cause analysis - this will be of particular interest to practitioner
- Analyses which elements are required in order to deliver multimedia services across 2nd and 3rd generation mobile networks
- Details the components of data networking that will assist in guaranteeing service level performance
Essential reading for Wireless and IP data network professionals/practitioners, network managers and architects, technical consultants, quality assessment engineers, infrastructure vendors, application developers, portal designers, wireline operators, lecturers, postgraduates, senior undergraduate students and industry trainees.
Download Description
UMTS as a technology allows for exciting new applications of some of the best ideas of services in the fixed telecoms, cellular/mobile telecoms, and internet environments, with many revolutionary new possibilities which simply do not exist in the current media and communications vehicles.The current worldwide interest in UMTS/3G is driven partly by the iminent roll-out of the new infrastructure during 2002/3. The general consensus in the telecoms industry is that that services will be driving this new UMTS/3G industry, and with no historical reference points, a large worldwide demand exists for this type of book. m-Profits: Making Money from 3G Servives will discuss 3G services from the view of what is needed for the service to provide value to the user, which technical features of the 3G network will be used, what is the value proposition for the user, how will money be made out of delivering the service, and discussions on how revenue sharing propositions might work to benefit content providers and network operators.
- Addresses subject from the viewpoints of network operator, virtual operator, service provider, content provider, and end-user
- Explains how will money be made out of delivering 3G services
- Covers the key issues of revenue sharing and competition
- Includes 12 service vignettes
Essential reading for mobile operators dealing with marketing, product development, 3G people, content providers, business Development, mobile Services people, consultants, bankers and media professionals.
Customer Reviews:
Excellent Insights.......2003-02-19
Tomi Ahnonen provides an excellent collection of thoughts and ideas to monetize 3G. Even though the telecom industry is struggling, 3G is going to happen. This is a must read for the planners at wireless carriers to chart out a plan for rolling out 3G services. Application developers will have a better appreciation of the value chain and how they fit in to the bigger picture. Coverage of topics is pretty good as well. I hope author maintains a website to update information in the book as things are bound to change and new strategies likely to emerge. In anycase, if you are someone who has anything to do with 3G, I would recommend the book. Thanks.
Books:
- Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant
- Brand From the Inside: Eight Essentials to Emotionally Connect Your Employees to Your Business
- Brand From the Inside: Eight Essentials to Emotionally Connect Your Employees to Your Business
- Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld
- Childrens Writers & Illustrators Market 2007 (Children's Writer's and Illustrator's Market)
- Cisco Networking Academy Program Fundamentals of Wireless LANs Companion Guide
- Clued In: How to Keep Customers Coming Back Again and Again
- Cold Calling Techniques: (That Really Work!) (Cold Calling Techniques)
- Command Performance: The Art of Delivering Quality Service (The Harvard Business Review Book)
- Consumed: How Markets Corrupt Children, Infantilize Adults, and Swallow Citizens Whole
Books Index
Books Home
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Great Customer Service on the Telephone (Worksmart Series)
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
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The Big Book of Customer Service Training Games (Big Book)
