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

	Wear your phone on your head
	Oh dear which phone do I need?
	Networking — for computers
	Look who's talking... video conferencing
	Now what?

Using the Phone

	Introducing... voice mail
	Phone etiquette — say what?

Phone and Fax Lines

	Whose dime is being used?
	Nothing but the fax

Electronic Mail

	Hello you have mail!
	Composing the e-mail
	E-mail responses

Communicating with Electronic Mail

	Valuable service with e-mail
	The ten commandments of e-mail

The Internet

	The information superhighway
	The Web for service

Presenting a Web Site

	Creating an effective web site
	The Web's value

This course has the following features:

	A glossary
	A Skill Assessment