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There are many reasons why people stop seeking out a supplier's business. But did you know that 68% of "lost" customers left because they felt an attitude of indifference from representatives?

Effective Telephone Communication Skills gives "nuts and bolts" advice on recognizing customer needs, listening do's and don'ts, speaking do's and don'ts, and being an assertive communicator. Put these skills to use, and the results will be more positive, lasting customer relationships, and a powerful impact to the bottom line.

Table of Contents

1. Why good telephone communication skills benefit your organization
   • The customer relationship composite
2. How we create our image over the phone
   • The components of communication
3. Effective listening skills
   • Five factors that prevent us from listening
   • The three components of verbal communication
   • Seven listening do's
   • Three listening don'ts
4. Effective speaking skills
   • The communication behavioral styles
   • The benefits of assertiveness
   • Seven speaking do's
   • Four speaking don'ts