Phone Skills For The Information Age

Title
Contents
1. Communicating Positively
	Assessment 1-1: Assess Your Phone Skills
	The Process of Communicating
		Activity 1-1: Communicating without Seeing
		Activity 1-2: Pronouncing and Enunciating
		Assessment 1-2: Assess Your Listening Skill
		Activity 1-3: Positive and Negative Phone Talk
		Activity 1-4: Interference with Listening When Using the Phone
		Activity 1-5: Dealing with Distractions
	Stages of a Phone Call
		Activity 1-6: Courteous and Professional Communication
		Activity 1-7: Expressing Needs over the Phone
		Activity 1-8: Identifying Questions over the Phone
	Summary
		Application Activity 1-1: Listening for Positive Communication
		Application Activity 1-2: Do You Have a Minute to Answer My Questions?
	Case Study 1-1: The Interrupting Manager
	Case Study 1-2: Receptionist In a Communication Crisis!
2. Making Phone Calls
	Assessment 2-1: Assess Your Phone Readiness
	Preparing to Make Phone Calls
		Activity 2-1: Making Long-Distance Calls in a “Timely” Manner
	Phone Directories
		Activity 2-2: “Let Your Fingers Do the Walking”
	Using Phone Directories
	Using Directory Assistance
		Activity 2-3: Locating Phone Numbers
	Phone Services
		Activity 2-4: Choosing Operator-Assisted Phone Services
	Time and Charges
	Summary
	Application Activity 2-1: Which Optional Calling Service Should Be Used?
	Application Activity 2-2: Using Your Phone Directory
	Application Activity 2-3: Paying Less for More
	Case Study 2-1: The Confused Caller
	Case Study 2-2: “Are You There?”
3. Handling Incoming Phone Calls
	Preparing for Incoming Calls
	Answering the Phone
		Activity 3-1: Identify Yourself When Answering the Phone
		Activity 3-2: Screening Calls
		Activity 3-3: Placing Calls on and Removing Them from Hold
		Activity 3-4: Analyzing Incoming Calls
		Activity 3-5: Incomplete Messages
		Activity 3-6: Taking Messages
	Summary
	Application Activity 3-1: Arranging a Workstation
	Application Activity 3-2: Screening Calls
	Application Activity 3-3: Leaving Messages Efficiently on Answering Machines
	Case Study 3-1: The Inconsiderate Representative
	Case Study 3-2: The Case of the Automated Caller
4. Handling Special Types of Phone Calls
	Requesting Information
		Activity 4-1: Obtaining Information over the Phone
		Activity 4-2: Expressing Your Needs Clearly
	Calls Scheduling Appointments
		Assessment 4-1: Assess Your Readiness to Schedule Appointments
		Activity 4-3: Are These Scheduled Appointments Complete?
	Handling Complaint Calls
		Activity 4-4: Information Request and Complaint Calls
	Making Collection Calls
		Activity 4-5: How Would You Handle These Collection Call Scenarios?
	Telemarketing Calls
	Summary
	Application Activity 4-1: Practicing Positive Responses
	Application Activity 4-2: What Messages Do Pictures Convey in Handling Special Types of Phone Calls?
	Case Study 4-1: The Inexperienced Telemarketer
	Case Study 4-2: A Rapidly Developing Scheduling Situation at Limington Rapids Total Body Care Center!
5. Servicing the Customer on the Phone
	Assessment 5-1: Assess Your Customer Service Phone Skills
	Servicing Customers—What’s It All About?
		Activity 5-1: Using the Right Words with Customers
		Activity 5-2: How’s the Customer Service?
		Activity 5-3: Listening to Your Customers’ Needs
	Using the Right Technology for Efficient Customer Service
	Tips for More Effective Use of Voice Mail, Answering Machines, and Pagers
		Activity 5-4: Leaving Messages for Customers
	Servicing Customers While Using the Internet
	Understanding Customer Needs
	Customer Service Tips
	Summary
	Application Activity 5-1: Your Perception of Customer Service
	Application Activity 5-2: Customer Service Courtesy
	Case Study 5-1: Assessing Customer Service
	Case Study 5-2: Your Attitude Controls Your Altitude
6. Using Phone and Phone-Related Equipment and Technology
	Today’s Phone Technology
		Activity 6-1: Selecting Phones
		Activity 6-2: Using Phone-Related Equipment
	Online Technology
		Activity 6-3: Choosing Auxiliary Phone Equipment and Tools
	Summary
	Application Activity 6-1: Recommending Phone and Auxiliary Equipment
	Application Activity 6-2: Shopping for a Cell Phone
	Application Activity 6-3: How Should I Behave with My Cell Phone?
	Case Study 6-1: The Home Insurance Adjuster
	Case Study 6-2: Is Margaret Ready for a Cell Phone?
GLOSSARY
INDEX