Evaluation: Phone Etiquette

Show a positive and professional corporate image.

Scenario: A customer calls with a complaint about a product. What should the agent do to demonstrate a positive and professional corporate image?

• a) Blame the customer for the issue and defend the company's position.

• b) Express personal dissatisfaction with the product.

• c) Apologize for the inconvenience, listen attentively, and offer a solution or assistance.

• d) Redirect the customer to another department without addressing their concern.

Keep the tone of your voice equal.

Scenario: During a phone call with a customer, they express frustration and raise their voice. What should the agent do?

• a) Match the customer's raised voice and respond with equal intensity.

• b) Lower the volume of their voice to a whisper to calm the customer down.

• c) Maintain a calm and even tone of voice, speaking clearly and respectfully.

• d) Interrupt the customer and ask them to lower their voice.

Being a professional agent, you should know all about the details of the product – features, warranty, etc. This refers to which skill or attitude?

• a. attentiveness

• b. goal – oriented

• c. knowledgeable

• d. positivity

Exhibit approaches that support the callers or customers.

Scenario: A customer calls with a technical issue they are facing. How should the agent respond to support the customer effectively?

• a) Dismiss the customer's concern as insignificant and unrelated to the company.

• b) Offer generic solutions without fully understanding the customer's problem.

• c) Listen actively to the customer, ask probing questions to gather relevant information, and provide appropriate technical advice or solutions.

• d) Rush through the conversation to minimize call duration.

Keep control of the conversation to give services with efficiency and effectivity.

Scenario: During a call, the customer starts discussing unrelated topics. How can the agent maintain control of the conversation?

• a) Encourage the customer to continue talking about unrelated topics to build rapport.

• b) Politely interrupt the customer and change the subject to the main concern.

• c) Allow the customer to continue discussing unrelated topics to demonstrate patience.

• d) Take charge of the conversation by asking direct questions related to the main concern and steering the discussion back on track.