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Table of Contents

Foreword First Impressions Are Nine-Tenths of Reality

Chapter 1

Attitude: Now You Hear It—Now You Don't
      Put A Smile In Your Voice
      Look Good To Yourself
      Develop A "Can-Do" Attitude
      Create Mutual Reliance
Chapter 2 How To Say "Hello": Guidelines For Professional Greetings
      Offer A Salutation
      State Your Company Name
      State Your Department Name
      Give Your Name
      Offer Assistance
Chapter 3 Call Screening And Probing: Getting The Information You Need
      Call-Screening Options
      Probing Types
Chapter 4 Call Transfer And Holding: Handling Calls Like A Pro
      Transferring Calls
      Hold The Line
Chapter 5 Messaging: The Give and Take of It
      The Fine Art Of Message Taking
      Avoid Awkward Responses
Chapter 6 Voice Messaging: A Condiment For Business Success
      Using Your Voice Message System
      Leaving A Voice Mail Message
Chapter 7 Handling Complaint Callers: Profit Opportunities With A Twist
      Corporate Commitment
      Behavior Styles
      Climbing The Mountain Of Anger
      Complaint Call Strategy
Chapter 8 Painting A Self Portrait: How Do Your Customers PICTURE You?
      Rate of Speech
      Extra Mile
Chapter 9 Communication Styles: Speaking Your Customer's Language
      Communication Input and Output
      Speaking Your Customer's Language
      Identifying Communication Styles
      Matching Communication Styles
Chapter 10  Now Hear This: Hearing Is Not Listening!
      Ten Tips For Active Listening
      Five Common Barriers To Listening
      Encouraging Customers To Listen

Phone Tip:
Avoid delivering

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Now Hear This, Inc. P.O. Box 470638 Aurora, CO 80047-0638
Phone 303-337-1991 Toll-free 1-800-784-5525 Fax 303-337-1966.
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