Amazon no longer offers textbook rentals. We do!

Phone Skills for the Information Age

by: Maxwell, Dorothy

Phone Skills for the Information Age

by: Maxwell, Dorothy

ISBN 13:
9780073017273
ISBN 10:
0073017272
Edition: 3rd
Format: Paperback
Copyright: 02/24/2005
Publisher: McGraw-Hill Education

Rent From $65.46

New From $103.92

List Price $104.96 Save

Rent $65.46

TERM	PRICE	DUE
SEMESTER	$72.74	Aug 02
QUARTER	$69.10	Jul 22
SHORT TERM	$65.46	Jun 07

Added Benefits of Renting

Free Shipping Both Ways
Highlight/Take Notes Like You Own It
Purchase/Extend Before Due Date

Add to Cart

List Price $104.96 Save $1.04

New $103.92

Usually Ships in 3-4 Business Days

We Buy This Book Back!

Included with your book

Free Shipping On Every Order

Add to Cart

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Extend or Purchase Your Rental at Any Time

Need to keep your rental past your due date? At any time before your due date you can extend or purchase your rental through your account.

Summary

This five-hour program teaches proper phone use to help students develop and maintain professional relationships, project a positive company image, and provide reliable service. Phone Skills for the Information Age features realistic situations and problems found in today's increasingly complex business environments. The text includes reinforcement exercises, self-assessments, case studies, reference charts for on-the-job use, and a glossary.

About the Author

viii

A Message from the Author

Dedication

Communicating Positively

(26)

Assess Your Phone Skills

(1)

The Process of Communicating

(11)

Communicating without Seeing

(2)

Pronouncing and Enunciating

(2)

Assess Your Listening Skill

(1)

Positive and Negative Phone Talk

(2)

Interference with Listening When Using the Phone

(1)

Dealing with Distractions

(2)

Stages of a Phone Call

(7)

Courteous and Professional Communication

(1)

Expressing Needs over the Phone

(2)

Identifying Questions over the Phone

(2)

Summary

(3)

Listening for Positive Communication

(1)

Do You Have a Minute to Answer My Questions?

(1)

The Interrupting Manager

(1)

Receptionist In a Communication Crisis!

(2)

Making Phone Calls

(24)

Assess Your Phone Readiness

(1)

Preparing to Make Phone Calls

(2)

Making Long-Distance Calls in a ``Timely'' Manner

(1)

Phone Directories

(2)

``Let Your Fingers Do the Walking''

(1)

Using Phone Directories

(3)

Using Directory Assistance

(3)

Locating Phone Numbers

(3)

Phone Services

(3)

Choosing Operation Assisted Phone Services

(2)

Time and Charges

(1)

Summary

(1)

Which Optional Calling Service Should Be Used?

(1)

Using Your Phone Directory

(2)

Paying Less for More

(1)

The Confused Caller

(2)

``Are You There?''

(2)

Handling Incoming Phone Calls

(24)

Preparing for Incoming Calls

(1)

Answering the Phone

(15)

Identify Yourself When Answering the Phone

(3)

Screening Calls

(2)

Placing Calls on and Removing Them from Hold

(2)

Analyzing Incoming Calls

(2)

Incomplete Messages

(2)

Taking Messages

(2)

Summary

(1)

Arranging a Workstation

(1)

Screening Calls

(1)

Leaving Messages Efficiently on Answering Machines

(2)

The Inconsiderate Representative

(1)

The Case of the Automated Caller

(2)

Handling Special Types of Phone Calls

(24)

Requesting Information

(6)

Obtaining Information over the Phone

(1)

Expressing Your Needs Clearly

(4)

Calls Scheduling Appointments

(1)

Assess Your Readiness to Schedule Appointments

(1)

Are These Scheduled Appointments Complete?

(1)

Handling Complaint Calls

(4)

Information Request and Complaint Calls

(3)

Making Collection Calls

(2)

How Would You Handle These Collection Call Scenarios?

(1)

Telemarketing Calls

(3)

Summary

(1)

Practicing Positive Responses

(1)

What Messages Do Pictures Convey in Handling Special Types of Phone Calls?

(2)

The Inexperienced Telemarketer

(1)

A Rapidly Developing Scheduling Situation at Limington Rapids Total Body Care Center!

(2)

Servicing the Customer on the Phone

(18)

Assess Your Customer Service Phone Skills

100

(1)

Servicing Customers---What's It All About?

101

(6)

Using the Right Words with Customers

102

(1)

How's the Customer Service?

103

(3)

Listening to Your Customers' Needs

106

(1)

Using the Right Technology for Efficient Customer Service

107

(1)

Tips for More Effective Use of Voice Mail, Answering Machines, and Pagers

108

(2)

Leaving Messages for Customers

109

(1)

Servicing Customers While Using the Internet

110

(1)

Understanding Customer Needs

111

(1)

Customer Service Tips

112

(1)

Summary

112

(1)

Your Perception of Customer Service

113

(1)

Customer Service Courtesy

114

(1)

Assessing Customer Service

115

(1)

Your Attitude Controls Your Altitude

116

(1)

Using Phone and Phone-Related Equipment and Technology

117

(18)

Today's Phone Technology

118

(8)

Selecting Phones

125

(1)

Using Phone-Related Equipment

125

(1)

Online Technology

126

(3)

Choosing Auxiliary Phone Equipment and Tools

128

(1)

Summary

129

(1)

Recommending Phone and Auxiliary Equipment

129

(1)

Shopping for a Cell Phone

130

(1)

How Should I Behave with My Cell Phone?

131

(1)

The Home Insurance Adjuster

132

(1)

Is Margaret Ready for a Cell Phone?

133

(2)

Glossary

135

(4)

Index

139

Amazon no longer offers textbook rentals. We do!

Phone Skills for the Information Age

Phone Skills for the Information Age

9780073017273

0073017272

Summary

Table of Contents

Supplemental Materials

Write a Review