Handle Telephone Calls 2

Sometimes you may find yourself in a situation where the caller is not certain of the information that he/she needs from your company, so you will now need to determine the purpose of the call. This is referred to as:

• answering a specific call

• analyzing a specific call

• analyzing a non-specific phone call

• all of the above

_______________ ___________________ involves blocking out distractions, focusing on what the caller is saying and mainating eye contact.

(a)  

Smiling, having a good posture and pleasant tone are (a)   cues that impact how your voice sounds on the call.

Your phone greeting should include:

• Thanks

• Introduction

• Offer of assistance

• all of the above

Analysing non-specific calls enables the agent to make suitable (a)   to the customer.

When speaking to a customer about information that is of a personal nature, account _____________________ is very important.

• monitoring

• handling

• verification

• all of the above

A/An____________________ is the result of a scenario in which a customer is not pleased with an agent interaction and wants a senior company representative(usually a call center manager or a supervisor)to address the complaint.

• transferred

• referred

• escalated

• answered

_________________ is of utmost importance when using the telephone and your telephone manner creates a lasting impression for the good or bad of the company’s image.

• Smiling

• Speaking

• Courtesy

• none of the above