Service Quality 24 February 2023

Within how many rings should I pick up a call?

• 1

• 2

• 3

• 4

Within how many minutes should I attend to a walk-in visitor?

• 1

• 2

• 3

• 4

Within how many hours should I return a call to the person who called earlier?

• 1

• 2

• 3

• 4

What actions can I take after taking a call?

• Take a message.

• Assist the caller.

• Promise a follow up.

• Any of the above.

When I receive a request that I cannot meet, I should first...

• Explain why the request cannot be met.

• Empathise with the person.

• Offer alternatives.

• None of the above.

When I am unsure of how to answer a query, I should first...

• Say, "I don't know."

• Say, "I'm not sure."

• Acknowledge and clarify the request.

• Explain that you need more time to find answers.