Customer Service Career Success Chapter 4

When taking a message from a caller for another person, be sure to: Choose 3 answers

• get the full name and correct spelling.

• include the name of the caller's organization if appropriate.

• note the time and date the message was taken.

• tell them to call back

When handling a very upset caller:

• invite them to suggest a solution to the problem.

• say "I know what you mean" when they complain.

• put them on hold until they can cool off.

• immediately transfer them to a supervisor.

Regarding courtesy titles,

• their use is inappropriate except in very formal organizations such as law firms or banks.

• they sound stuffy and are unnecessary in modern commerce.

• they are an old-fashioned idea that has little merit today.

• call handlers show respect for callers by using the more formal, Mr. or Ms.

You can best overcome the problem of dead air by:

• just ignoring it, customers expect some of it in most calls.

• keeping the customer informed of what you are doing.

• using air fresheners in the office.

• recognizing that it can provide emphasis for what you are saying.

Which of the following phrases would be acceptable for keeping a business conversation tactful and professional?

• What's your name again?

• Speak up. I cannot hear you.

• You need to call our other branch for that information.

• None of these are acceptable.

When having a live conversation with a customer and the phone rings:

• only answer it if no one else is available and after you ask the customer's permission.

• yell to someone else to grab the phone.

• lift the receiver and hang up immediately to signal the caller that you are busy.

• answer it promptly, after telling your customer to hold on.

Do not answer a call too quickly as this will be perceived as being over-eager.

• True

• False

People answering phones project the voice and image of the whole organization.

• True

• False

Give your full name and function or name of your company when answering the phone.

• True

• False

Among the reasons callers might be upset are feelings that they are not valued, are helpless, and "it" just isn't fair.

• True

• False