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Learning Objectives For: TELEPHONE SKILLS FROM A TO Z

Learning Objectives For: TELEPHONE SKILLS FROM A TO Z

The objectives for Telephone Skills from A to Z, Revised Edition, are listed below. They have been developed to guide you, the reader, to the core issues covered in this book.

The objectives of this book are:

1) To present basic telephone courtesies

2) To show how to handle telephone conversation problems

3) To explain what to avoid in telephoning

Assessing Your Progress

In addition to the learning objectives, Crisp Learning has developed an assessment that covers the fundamental information presented in this book. A 25-item, multiple-choice and true-false questionnaire allows the reader to evaluate his or her comprehension of the subject matter. To learn how to obtain a copy of this assessment, please call 1-800-442-7477 and ask to speak with a Customer Service Representative.

Assessments should not be used in any employee selection process.

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