Telephone Skills that Satisfy Customers: Unleash the Full Potential of the Telephone

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They’ve been around since 1876. They’re onevery wall,desk and pocket in your life now. It’s easy to take the phone for granted. But with all the millions companies spend to reach people on TV, radio, the internet and direct mail, it only takes one bad moment on the phone to lose a customer forever. Learn how to use the telephone properly and professionally and create telephone moments of magic for your customers. Telephone Skills That Satisfy Customers covers the basics of customer service excellence and demonstrates how to achieve it on the phone every day. You’ll learn how to: Keep a positive attitude Answer the telephone brilliantly Ask the right questions, listen effectively and add value Handle moments of truth

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Rick Conlow - A quick glance at his professional resume leaves you with the strong impression that effort and optimism are a winning combination. Case in point: With Rick by their side, clients have achieved double- and triple-digit improvement in their sales performance, quality, customer loyalty, and service results over the past 20-plus years and earned more than 30 quality and service awards. In an age when optimism and going the extra mile can sound trite, Rick has made them a differentiator. His clients include organizations that lead their industries, as well as others that are less recognizable. Regardless, their goals are his goals. Rick’s life view and extensive background in sales and leadership-as a general manager, vice president, training director, program director, national sales trainer and consultant-are the foundation of his coaching, training, and consulting services. Participants in Rick’s experiential "live action" programs walk away with ah-ha’s, inspiration, and skills they can immediately put to use. These programs include "BEST Selling!"; "Moments of Magic!"; "Excellence in Management!"; "SuperSTAR Service and Selling!"; "The Greatest Secrets of all Time!"; and "Good Boss/Bad Boss-Which One Are You?" Rick has also authored Excellence in Management, Excellence in Supervision, Returning to Learning, and Moments of Magic. When he’s not engaging an audience or engrossed in a coaching discussion, this proud husband and father is most likely astride a weight bench or riding a motorcycle, taking on the back roads and highways of Minnesota. Doug Watsabaugh - Doug values being a "regular person," with his feet on the ground and his head in the realities of the daily challenges his clients face. It’s his caring about and experience in helping clients deal with difficult situations that distinguish him from other sales performance and leadership development consultants. His knowledge of experiential learning and his skill in designing change processes and learning events have enabled him to measurably improve the lives of thousands of individuals and hundreds of organizations in a wide variety of industries financial services, manufacturing, medical devices, consumer goods, and technology to name a few. Before starting his own business, Doug served as the director of operations for a national training institute, was the manager of organizational development for a major chemical company, and was responsible for worldwide training and organization development for the world’s third largest toy company. He was also a partner in Performance & Human Development LLC, a California company that published high-involvement experimential activities, surveys and instruments, interactive training modules, papers, and multimedia presentations. Dough has co-written two books with John E. Jones, Ph.D., and William L. Bearley, Ed. D.: The New Fieldbook for Trainers published by HRD Press and Lakewood Publishing, and The OUS Quality Item Pool, about organizational survey items that measure Balridge criteria. He is a member of the American Society for Training and Development (ASTD), the Minnesota Quality Council, and The National Organization Development Network. Dough’s father taught him the value of hard work, and it paid dividends: He funded his college education by playing guitar and singing with a rock and roll band, experiencing a close call with fame when he played bass in concert with Chuck Berry. Not bad for a guy who admits to being "a bit shy". While Doug’s guitar remains a source of enjoyment, it pales in comparison to his "number one joy and priority:-his family. Table of Contents Part 1: Keeping a Positive Attitude Part 2: Answering the Telephone Brilliantly Part 3: Asking Questions and Listening Effectively Part 4: Handling Customer Moments of Truth Part 5: Adding Value Appendix