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?       Posture       Inflection       Courtesy       Tone       Understandability       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
dead-end
transfers.