| | Searching Current Courses For Fall 2016 |
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Course: |
BTE 129
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Title: | Business Telecommunications I |
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Long Title: | Business Telecommunications I |
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Course Description: | Develops effective telephone skills, including dealing with difficult callers, handling conflict resolution, and presenting a business-like and courteous telephone manner. Other forms of telecommunications will be studied. |
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Min Credit: | .5 |
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Max Credit: | |
STANDARD COMPETENCIES:
I. Develop effective telephone skills.
II. Gain an understanding of other forms of telecommunications.
TOPICAL OUTLINE:
I. Introduction to types of telephone systems/freatures.
II. Listening and speaking quidelines.
III. Answering/responding techniques and quidelines.
IV. Handling complaints¿cardinal rules.
V. Constructive ways to deal with emotions.
VI. Resources/references available:
A. Company policy manuals
B. Computerized data bases
C. Phone books
VII. Other forms of telecommunications.
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