i Table of Contents About the Author.........................................................................................................1 Preface.........................................................................................................................2 About the Crisp 50-Minute Series ..............................................................................4 A Note to Instructors ...................................................................................................5 Part 1: Quality Customer Service 7 Quality Customer Service ...........................................................................................9 Customer Service Is Everyone's Responsibility ....................................................... 11 Providing Added Service ..........................................................................................20 Part Summary............................................................................................................22 Part 2: Basic Telephone Skills 23 Skill 1: Handling the Telephone................................................................................25 Skill 2: Answering the Telephone .............................................................................27 Skill 3: Mastering Voice Inflection ...........................................................................29 Skill 4: Using Your Best Voice..................................................................................30 Skill 5: Addressing the Caller ...................................................................................33 Skill 6: Making the Outbound Call ...........................................................................34 Skill 7: Practicing Effective Listening ......................................................................37 Skill 8: Managing Telephone Messages....................................................................41 Skill 9: Closing the Conversation .............................................................................42 Part Summary............................................................................................................43 Part 3: Professional Telephone Skills 45 Skill 1: Asking Questions..........................................................................................47 Skill 2: Learning to Negotiate...................................................................................51 Skill 3: Making the Service Follow-Up Call ............................................................54 Skill 4: Delivering Bad News ...................................................................................55 Skill 5: Avoiding Statements That Give the Wrong Impression ...............................56 Skill 6: Managing Technology ..................................................................................60 Part Summary............................................................................................................64 Telephone Courtesy & Customer Service