After completing Customer Service: Tools of the Trade, the user should be able to:

	Choose a phone system for customer contact
	Use voice mail and phone etiquette for customer interactions
	Set up phone and fax lines
	Use electronic mail
	Help design a company information web site

Talking to Customers

	Calling all headsets
	Using phone systems and ancillary equipment
	Networking computers
	Video conferencing for service

Using the Phone

	Realizing voice mail strengths and pitfalls
	Utilizing phone etiquette

Phone and Fax Lines

	Setting up toll-free and 900 lines
	Using fax facts

Electronic Mail

	Discovering e-mail and its benefits
	Writing effective e-mail messages
	Responding to e-mail

Communicating with Electronic Mail

	Using e-mail for great customer service
	Understanding the ten commandments of using e-mail

The Internet

	Riding the information superhighway
	Giving service on the web

Presenting a Web Site

	Understanding the components of a web site
	Utilizing the web as a great service value

A typical course has the following features:

	Exercises that allow users to explore how a course topic applies to their own real-world situations
	A file containing the text of the exercises
	Simulations that allow users to practice course skills, even if they don't have access to the real application
	A course index
	A glossary
	A Skill Assessment