AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...

AGENCY TELEPHONE PROCEDURES: TIME MANAGEMENT by Karen Flaherty Transferring Telephone Calls There are calls you will not handle personally but will transfer to supervisors or co-wo...

TELEPHONE TECHNIQUES by Mary Beth Bolen A business telephone is like a window: The telephone allows a person to 'see' into your company without ever walking through its doors. Moreover, you ha...

WHEN YOUR CUSTOMERS COME CALLING: TELEPHONE RULES FOR EVERYONE IN THE AGENCY by Judi Newman ...

WHEN YOUR CUSTOMERS COME CALLING: THE RIGHT WAY AND THE WRONG WAY by Judi Newman More ...