Beyond "Hello": A Practical Guide for Excellent Telephone Communication and Quality Customer Service Paperback – January 1, 2000

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.

I have been in customer service for a few years and got away from it until I started my newest position. Some of the things I learned before and now are in the book. But it contains a lot more great information. It is so well organized and I enjoyed the examples she uses and the way she tells it. It was easy to read and I learned so much from it. If everyone can't have a personal copy it should be in every workplace to use as a text book for training.

VERY NICE BOOK. VERY HELPFUL INFORMATION TO DO YOUR JOB. MS JEANNIE WERE AN SPEAKER FOR OUR 4TH QUARTER CSR MEETING. SPOKE VERY WELL.HAD LUNCH WITH HER AS WELL.

Weather you are entry level customer service or manager... great back to basic that is sometimes forgotten

( From Thailand ) Good Service ,Fast Shipping ,Very Very Good ,A + + + + +

As a former receptionist, I thought I knew everything there was to know about answering the telephone. I thought my telephone etiquette was professional and did not need improvement. But I was wrong. Beyond ” Hello:” A Practical Guide for Excellent Telephone Communication and Quality Customer Service educated me about my pivotal role as a representative of the company. Although I was pleasant, I didn’t thinking smiling was absolutely necessary. I was not concerned about avoiding an awkward response. I assumed my tone and understandability was correct. I never considered adjusting my communication style. But as Jeannie Davis, author, entrepreneur and customer service guru, explained “First impressions are nine-tenths of reality.” Additionally, “Competition is not based on price, product, etc. but the level of interaction.” Telephone communication directly contributes to your company’s productivity and ultimately its profitability.

As comprehensive as it is, 'Beyond Hello' needs an immediate update. According to Russell Crowe, there is only one word needed for complete mastery of the tool: 'DUCK!'

This book contains pertinent information for every individual who interacts with customers over the telephone. It's an awesome read! And beneficial for the novice or seasoned professional. I found it certainly helped to improve my telephone communication skills.