{"product_id":"9780814415801","title":"Great Customer Service on the Telephone","description":"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:  * handle irate customers * end those \"\"endless\"\" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness  With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service.","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47119427797232,"sku":"9780814415801","price":5.49,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814415801_p0.jpg?v=1763740573","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814415801","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}