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Keyboarding/Office Technology

Telephone Techniques, Second Edition
0-02-802011-1
© 1998

Product Description

Features

Table of Contents

Ancillaries

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Product Description
Telephone Techniques is a text-workbook designed to train students to use a telephone professionally and efficiently in a business environment. The emphasis is on the importance of positive telephone skills to develop and maintain positive company image and reliable service. The new edition features realistic situations and problems found in today's increasingly complex business environments.

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Features:

Important words are highlighted and then defined in context.
Tips and notes present and remind students of correct telephone techniques.
Photos and graphics strengthen the learning process.
Examples of conversations and responses illustrate good telephone techniques.
Tear-out reference sheets summarize important information that students can use on the job.
Major concepts are reinforced through application exercises, self-assessments, and case studies.
A glossary of telephone and related terms is located in the text.
Worksheets (in the Instructor's Manual and Key) correspond to and reinforce the videotape presentation.

The Communication Process
Stages of a Telephone Call
Summary
Reinforcement Application 1: Listening for Positive Communication
Case Study 1: The Interrupting Manager

Chapter 2: Processing Incoming Calls

Preparing for Incoming Calls
Answering the Telephone
Recording Calls
Summary
Reinforcement Application 2: Arranging a Workstation
Reinforcement Application 3: Screening Calls
Case Study 2: The Inconsiderate Representative

Chapter 3: Making Telephone Calls

Preparing to Make a Telephone Call
Telephone Directories
Using Telephone Directories
Using Directory Assistance
Telephone Services
Telephone Security and Safety
Time and Charges
Summary
Reinforcement Application 4: Using Your Telephone Directory
Reinforcement Application 5: Paying Less for More
Case Study 3: The Confused Caller

Chapter 4: Managing Special Telephone Calls

The Information Request Call
The Appointment Scheduling Call
The Complaint Call
The Collection Call
The Telemarketing Call
Summary
Reinforcement Application 6: Practicing Positive Responses
Case Study 4: The Inexperienced Telemarketer

Chapter 5: Customer Service on the Telephone

Providing and Receiving Quality Customer Service
Technology and Customer Service
Understanding Customer Needs
Customer Service Tips
Summary
Reinforcement Application 7: Your Perception of Customer Service
Case Study 5: Assessing Customer Service

Chapter 6: Using Telephone Equipment and Technology

Today's Telephone Technology
Telephones
Auxiliary Telephone Equipment
On-Line Technology
The Telephone as a Major Tool for the Future
Summary
Reinforcement Application 8: Recommending Telephone and Auxiliary Equipment
Case Study 6: The Home Insurance Adjuster

Glossary
Index
Time Zone Map

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Ancillaries:
Instructor's Manual and Key
ISBN: 0-02-802012-X
The Instructor's Manual and Key contains teaching tips, tests, answers to exercises and tests, blackline masters, and other information that will assist to instructors in using Telephone Techniques as an educational tool.

Videotape
ISBN: 0-02-802013-8
This 40-minute videotape presentation, correlated to major concepts in the text-workbook, illustrates proper telephone techniques that can be used in a variety of business settings and situations. Worksheets in the Instructor's Manual and Key supplement material in the videotape presentation and generate discussion.

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	Office Procedures

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