Telephone Skills from A to Z: The Telephone Doctor ® Phone Book > Transferring Calls - Pg. : Creative Edge

Table of Contents

This Book

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

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

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Contents

Table of Contents

Learning Objectives For: TELEPHONE SKILLS FROM A TO Z

About The Author

Ch. 1. Introduction

Ch. 2. Attitude: It’s Your Choice

Ch. 3. Be Friendly Before You Know Who It Is

Ch. 4. Buffer Words

Ch. 5. Bureaucratic Bounce

Ch. 6. Call Centers

Ch. 7. Cellular Phones

Ch. 8. Cliff-Hangers

Ch. 9. Company Jargon

Ch. 10. Controlling the Conversation

Ch. 11. Don’t Be Too Busy to Be Nice

Ch. 12. Eight Great Hates

Ch. 14. Emotional Leakage

Ch. 15. Fast Talkers

Ch. 16. Five Forbidden Phrases

Ch. 17. Foreign Accents

Ch. 18. Front-Line Operators

Ch. 19. Getting a Phone Number

Ch. 20. Gum Chewing

Ch. 22. “How Can I Help You?”

Ch. 23. “I Don’t Know”

Ch. 24. Internal Calls

Ch. 25. Internet

Ch. 26. Irate Callers

Ch. 27. I.Q. Test

Ch. 28. “I’m Sorry”

Ch. 29. “Just a Second”

Ch. 30. K.I.S.S. Method

Ch. 31. Leave a Good Last Impression

Ch. 32. Message Mangling

Ch. 33. Message Taking #1

Ch. 34. Message Taking #2

Ch. 35. Mirror on Your Desk

Ch. 36. Music (or Announcements) on Hold

Ch. 37. “No” at the Start of a Sentence

Ch. 38. Obscene Phone Calls

Ch. 39. People Before Paperwork!

Ch. 40. “Please…Thank You…You’re Welcome”

Ch. 41. Public Sector

Ch. 42. Quality Is a Four-Letter Word

Ch. 43. Receptionist

Ch. 44. Returning Phone Calls

Ch. 45. Rushing Callers

Ch. 46. Screening Calls

Ch. 47. Six Cardinal Rules of Customer Service

Ch. 48. Slow Talkers

Ch. 50. Speakerphones

Ch. 51. Swear-Stoppers

Ch. 52. Three-Part Greeting

Ch. 53. Tone of Voice

Ch. 54. Transferring Calls

Ch. 55. Unavoidable Delays in Answering

Ch. 56. Voicemail—Curse or Cure?

Ch. 57. Voicemail General Tips

Ch. 58. We Are Customers to Each Other

Ch. 59. “We Can’t Do That”

Ch. 60. Welcome Guest

Ch. 61. X-Rated

Ch. 62. “You’ll Have to…”

URL

Help

Chapter 54. Transferring Calls

SEE ALSO “IRATE CALLERS”

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