Audio Learning Tools
Beyond “Hello”
A Practical Guide for Excellent Telephone Communication and Quality Customer Service
(The book is available in audio or paperback limited quantities.)
“This book is pretty much what I was looking for. The book addresses basic telephone etiquette but also strategies for how to deal with difficult, dissatisfied, or angry callers. It helps to have strategies in the back (or the front or the middle) of your mind so you’re not blindsided by a difficult call. You never know who’s going to be on the other end of the phone line so it’s good to be prepared. I would recommend this book.”
~ Amazon Customer
Written and narrated by award-winning author,Jeannie Davis, Beyond “Hello” won first place in the Business Category of the Colorado Independent Publishers Association (CIPA) book awards!
This comprehensive well-written tutorial will help you improve every telephone interaction you have with your valued customers. It offers friendly reminders of the impact telephone communication has on your bottom line and provides unique insights and practical, useful information to help improve your professional and interpersonal communication skills.
Table of Contents
Chapter 1 Attitude: Now You Hear It—Now You Don’t
Chapter 2 How To Say “Hello:” Guidelines For Professional Greetings
Chapter 3 Call Screening And Probing: Getting The Information You Need
Chapter 4 Call Transfer And Holding: Handling Calls Like A Pro
Chapter 5 Messaging: The Give and Take of It
Chapter 6 Voice Messaging: A Condiment For Business Success
Chapter 7 Handling Complaint Callers: Profit Opportunities With A Twist
Chapter 8 Painting A Self-Portrait: How Do Your Customers PICTURE You?
Chapter 9 Communication Styles: Speaking Your Customer’s Language
Chapter 10 Now Hear This: Hearing Is Not Listening!
“I love Beyond “Hello”! Previously, I was a Receptionist for many years, so I did not think I needed to learn anything new about phone etiquette. Then I read your book and could not believe the valid points you made. Yes, even a seasoned professional can hone his/her skills. Today I work as a freelance writer and marketer and know the importance of my phone presence. Because of Beyond “Hello” I put myself in the caller’s place. I listen attentively and think twice about my words, tone, and facial expression.”
~ Danita Dyess
Freelance Writer and Marketer
Telephone Imagery
Telephone Etiquette: Back to Basics
“I just listened to your Telephone Imagery audio recordings and loved it! You have a wonderful way of explaining things that I personally have said many, many…MANY times! Jeannie I want to thank you for your insight…it’s so tedious to continuously remind my team of tone, smiling when on the phone, making the customer feel good. Anyway, I appreciated the information and wanted to thank you for your gift.”
Jodi O.
Office Coordinator
Done Plumbing & Heating
This program delves into the fundamental skills necessary to improve telephone etiquette basics using tips, tricks and techniques applicable for everyone who experiences telephone customer interaction.
Table of Contents
1. Intro
2. First Impressions
3. Greetings Menu
4. Screening Calls
5. Responding
6. Probing
7. Transferring Calls
8. Intro
9. Holding
10. Messages
11. Voice Mail
12. Complaint Calls
13. Signing Off
Telephone Imagery
Attitude: Now You Hear It—Now You Don’t
This program delves into the fundamental skills necessary to improve telephone etiquette basics using tips, tricks and techniques applicable for everyone who experiences telephone customer interaction.
Table of Contents
Put a Smile In Your Voice:1. Before; Not After
2. Greetings
Look Good To Yourself:
3. Knowledgeable
4. Confident
5. Competent
Develop a “Can-Do” Attitude:
6. Positive Self-Talk
7. Positive Words and Phrases
8. Speak In Mutuality
Telephone Imagery
Positive Self-Portrait: How Do Your Customers See You?
This thought-provoking program uses the word PICTURE to convey characteristics enabling us to paint a positive self-portrait during every customer action.
Table of Contents
1. Posture2. Inflection
3. Courtesy
4. Tone
5. Understandability
6. Rate
7. Extra Mile
8. Speak In Mutuality
