This fascinating book is written by Ms. O’Neill as a “sequel” to her previous book about making money on the phone, Grow Your Phone Room or Go Bust: Make Money on the Telephone and Avoid the Phone Room from Hell – an Insider’s Essential Guide.
Focusing on the Nine Critical Factors introduced in her previous book, Ms. O’Neill takes the reader into greater insight to mastering your phone skills in this book. This book is definitely a “must-have” for anyone working on the telephone for increasing your bottom line. No matter what type of company you are, there is always room for improving your telephone skills. No matter who you are – whether the phone room employee or the head of the corporation, these insider’s secrets to mastering your telephone skills in this wonderful “sequel” to the original book by Ms. O’Neill are a must have in today’s business world.
With over twenty years of experience working in various call centers, managing phone room operations or training others, Ms. O’Neill gives the reader candid advice for any business owner’s phone operations. With her BA in Psychology from a prestigious research university in addition to her Honors studies in addiction, she joined an International Honors Society as a Lifetime Member.
I needed a quick understanding of what to expect as a phone support person. I learned quite a bit. I'm now ready to dive in. I know after my first day I will start the book over and pickup on more tips.