This document provides guidance on providing superior customer service over the telephone for employees. It discusses establishing empathy and understanding for customers' basic needs, demonstrating the 5 dimensions of customer service, maintaining a positive attitude, and techniques for managing different call situations like angry or abusive callers. The overall goal is to improve customer satisfaction and the organization's public image through phone interactions.

1. Superior Customer Service on the Telephone. Gaurav Bhatnagar

8. Satisfying customers over the telephone is often more challenging than serving face-to-face.