Phone Skills for the Information Age

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

ix

Dedication

x

Communicating Positively

1

(26)

Assess Your Phone Skills

2

(1)

The Process of Communicating

3

(11)

Communicating without Seeing

4

(2)

Pronouncing and Enunciating

6

(2)

Assess Your Listening Skill

8

(1)

Positive and Negative Phone Talk

9

(2)

Interference with Listening When Using the Phone

11

(1)

Dealing with Distractions

12

(2)

Stages of a Phone Call

14

(7)

Courteous and Professional Communication

16

(1)

Expressing Needs over the Phone

17

(2)

Identifying Questions over the Phone

19

(2)

Summary

21

(3)

Listening for Positive Communication

22

(1)

Do You Have a Minute to Answer My Questions?

23

(1)

The Interrupting Manager

24

(1)

Receptionist In a Communication Crisis!

25

(2)

Making Phone Calls

27

(24)

Assess Your Phone Readiness

28

(1)

Preparing to Make Phone Calls

29

(2)

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

31

(1)

Phone Directories

31

(2)

``Let Your Fingers Do the Walking''

33

(1)

Using Phone Directories

33

(3)

Using Directory Assistance

36

(3)

Locating Phone Numbers

36

(3)

Phone Services

39

(3)

Choosing Operation Assisted Phone Services

40

(2)

Time and Charges

42

(1)

Summary

43

(1)

Which Optional Calling Service Should Be Used?

44

(1)

Using Your Phone Directory

44

(2)

Paying Less for More

46

(1)

The Confused Caller

47

(2)

``Are You There?''

49

(2)

Handling Incoming Phone Calls

51

(24)

Preparing for Incoming Calls

52

(1)

Answering the Phone

53

(15)

Identify Yourself When Answering the Phone

55

(3)

Screening Calls

58

(2)

Placing Calls on and Removing Them from Hold

60

(2)

Analyzing Incoming Calls

62

(2)

Incomplete Messages

64

(2)

Taking Messages

66

(2)

Summary

68

(1)

Arranging a Workstation

68

(1)

Screening Calls

69

(1)

Leaving Messages Efficiently on Answering Machines

70

(2)

The Inconsiderate Representative

72

(1)

The Case of the Automated Caller

73

(2)

Handling Special Types of Phone Calls

75

(24)

Requesting Information

76

(6)

Obtaining Information over the Phone

77

(1)

Expressing Your Needs Clearly

78

(4)

Calls Scheduling Appointments

82

(1)

Assess Your Readiness to Schedule Appointments

81

(1)

Are These Scheduled Appointments Complete?

82

(1)

Handling Complaint Calls

83

(4)

Information Request and Complaint Calls

84

(3)

Making Collection Calls

87

(2)

How Would You Handle These Collection Call Scenarios?

88

(1)

Telemarketing Calls

89

(3)

Summary

92

(1)

Practicing Positive Responses

93

(1)

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

94

(2)

The Inexperienced Telemarketer

96

(1)

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

97

(2)

Servicing the Customer on the Phone

99

(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

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Phone Skills for the Information Age

Summary

Table of Contents

Supplemental Materials