The telephone can be your greatest friend or your worst enemy. It all depends on how you use it!You would be surprised at the number of times the telephone either makes or breaks the customer relationship. How it can make things so much better or make them so much worse. Often it is just one simple word or action that makes the whole difference!Communicating over the phone is so much different than face to face communications. There are different things we need to pay attention to and others we need to be aware. Even simple mistakes we are not aware of can drive customers away forever.The customer Service Training Institute, a long time provider of quality Customer Service and Business Training materials, has designing this manual with both businesses and individuals in mind. whether you are a large or small business, or an individual looking to become more effective in your career, this book will help you immensely.The book is designed to require no special knowledge or experience and anyone can quickly learn and implement some very easy changes to improve performance almost instantly! It is definitely a book you will want in your training arsenal!