Answering a call

Good morning/afternoon/evening, thank you for calling [company name], how may I assist you?

• Putting callers on hold

• Greeting the caller

• Transferring the call

• Taking messages

Which of the following is NOT a nice way to end a call?

• "Thank you for calling [company name]. Is there anything else I can help you with today?"

• "Thank you for choosing [company name]. It was a pleasure assisting you. Have a great day!"

• "I hope I was able to answer your questions. If you need any further assistance, please don't hesitate to call us back. Have a great day!"

• "I'm sorry, I don't have time for this. Call back later when you have a better attitude."

Which of the following can be used to put customers on hold? (MORE THAN ONE answer)

• "Thank you for your patience. Can I please place you on hold for a moment while I look into your request?"

• "Thanks for calling [company name], this is [your name], how may I be of service to you?"

• "Thanks for calling [company name]. If you have any more questions or concerns, please feel free to contact us again. Have a great day!"

• "I'm sorry, I'm currently assisting another customer. May I please place you on hold briefly while I finish with them?"

Why is it important to introduce yourself and the company?

• It's important to listen carefully to the caller's needs, answer their questions, and provide any necessary support.

• It helps the caller understand who they are speaking to and that they have reached the right place.

• It helps to establish a positive rapport and make the caller feel valued and heard.

• It's important to summarize the conversation, confirm the caller's satisfaction, and thank them for choosing your company.

When transferring a call, what should NEVER be done?

• ask the caller if they are okay with being transferred and explain why they are being transferred.

• explain to the caller why you are transferring their call and who will be handling their request.

• provide the caller with the direct line or extension of the person to whom they are being transferred.

• Avoid requesting permission and send the caller to the department he/she needs inmediately.

Which details about the call SHOULD NOT be logged in the company's log?

• Caller's name and contact information

• Employee who handled the call

• Purpose of the call

• Caller's shoe size number

Answer the phone while eating, chewing gum or smoking.

• Do

• Don't

Put the caller on hold without their permission

• Do

• Don't

Take notes during the call to ensure accuracy.

• Do

• Don't

Make personal calls on the office phone.

• Do

• Don't