Applying Ideas

1. Use your preferred search engine to see what you can find on the Internet about differences in listening styles. Be creative about search terms.

2. Go to the web using preferred search engine to locate additional articles on telephone techniques. Report on what you find regarding the changing nature of telephone use in business. What are key trends? How does the use of celluar phones change the ways companies serve customers.

3.Find a business or an organization that doesn’t have customer service web presence. Develop a plan to create web assisted e-service capability. Outline what steps would be necessary. Just the major decisions and steps involved in organization in moving some its customer assistance process to the Internet.

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