University of Minnesota - UMN Executive Leadership Insights
Phone Power
Book

Phone Power

Increase your Effectiveness Every Time You're on the Phone

Doc Morey
Career Press, 1998
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Editorial Rating

6

Qualities

  • Applicable

Recommendation

Doc Morey’s inexpensive, practical book takes a no-nonsense approach to operating effectively on the telephone. He gives special attention to people who perform customer-service and sales roles. The book briefly describes common worker-on-the-phone problems and offers a quick rundown on how to overcome them. Its concise format helps make it a handy reference guide for anyone who regularly works on the telephone. The specific, efficient tools offered actually can increase your telephone effectiveness, so getAbstract recommends this book for anyone who uses the phone in business, especially telemarketers and customer service representatives. Supervisors might want to take a look, as well, so they can train staffers and develop guidelines.

Summary

Make a Positive Impression

What is the most pervasive communications tool in business today? It isn’t e-mail, or the pager, or the computer, or the fax; it is the telephone. The way you handle business on the telephone can determine how successful your business will be. Begin by working on creating a positive first impression, and then exercise that skill with every call. If you consistently make a positive impression, every customer will get the same perspective on your business.

When you are on the telephone, you are an actor on a stage. Assume that role. Actors do not let their personal lives affect their performance, so you shouldn’t let a bad day affect your performance on the telephone. Keep your moods and personal feelings separate from your telephone demeanor. Obtain a clear understanding of your role in your company (receptionist, customer service, public relations) and automatically assume that role every time you answer the telephone.

Your Telephone Manner

Analyze your telephone manner by asking friends or associates to call you and comment on your performance. Select someone who has an excellent telephone manner as a role model. Watch how ...

About the Author

Phone Power is Doc Morey’s first book. It is also available on audio cassette.

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