Telephone Skills for Professionals in Health Care
By Wendy Leebov.
Description
When employees are on the phone, your organization’s reputation is on the line! Telephone Skills is a nuts and bolts guide to exemplifying great customer service in phone conversations. After making a convincing case for the importance of great customer service on the phone, it identifies the critical behaviors that impress customers and build consistency into the methods staff members use on the phone. Self-awareness tools, telephone protocols and skill-building exercises make this guide a great aid in staff development and coaching. Readers will learn how to handle phone conversati...
ISBN(s)
1480086894, 9781480086890
