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Preface

Preface

This revised edition of Telephone Skills from A to Z includes the important topics of cell phones, email, online customer service and much more information on the ongoing saga of voicemail. Despite the development of electronic technology, how to be nice to people—what to say to them to make them feel good and make them want to come back—has not changed very much. It doesn’t matter to Telephone Doctor® if you use two cans and a string to communicate with your customers. You can use the phone, email, fax, voicemail, “snail” mail, or work face-to-face with your customers—it is what and how you say things that matters to us. Speaking of email and fax, those methods need as much, if not more, attention due to the fact that more often than not the written word can be misinterpreted. With email and fax, you don’t hear the voice and you especially aren’t able to hear the smile. Pay close attention to those new sections if that is how you communicate most often with your customers.

Let’s face it: Customer service is not rocket science. It is not brain surgery. We’re not trying to cure cancer. We’re just trying to be nice in dealing with our customers. Don’t make it more difficult than it is. It’s common sense, and, unfortunately, not practiced enough (as we all know).To get the most out of this book, we recommend you underline or highlight those skills and techniques you want to use later.

We have taken the most important skills, tips, ideas, and techniques for excellent telephone customer service and combined them all in this book. Electronic technology is here and will continue to change, but the all-important people skills—the contents of this book—are timeless. Being friendly to the caller before you know who it is will never go out of style. We remind you: most customer service starts on the phone.

So enjoy, and remember the Telephone Doctor® motto:

“It’s Fun to Be Good!”

Nancy J. Friedman

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