Effective Call Handling Techniques

The video tutorial by Tash covers essential telephone etiquette at work. It begins with a personal story about a frustrating call center experience, highlighting the importance of proper phone manners. The tutorial provides tips on greeting callers, handling calls for unavailable colleagues, transferring calls, addressing phone problems, and ending calls politely. Emphasizing the use of polite language and clear communication, the tutorial aims to improve professional phone interactions.

What was the main reason Tash decided not to call the call center again?

• The pizza was not delivered on time.

• The call center representative was rude.

• The call center representative gave incorrect information.

• The call center representative put her on hold without a greeting.

Why is it important to greet the caller with 'Good morning' or 'Good afternoon'?

• It is a company policy.

• It sets a polite tone for the conversation.

• It makes the call shorter.

• It helps identify the time of day.

What should you do if a caller wants to speak to someone who is not available?

• Transfer the call to another department.

• Hang up the call immediately.

• Tell the caller to call back later.

• Politely offer to take a message.

When transferring a call, what is a polite way to inform the caller?

• Just a moment, I'll transfer your call.

• Please hold while I connect you to him.

• Please wait, I'm connecting you.

• Hold on, I'll transfer you.

What should you do if there is a lot of disturbance on the line?

• Ignore it and continue the conversation.

• Ask the caller to repeat themselves.

• Transfer the call to another line.

• End the call immediately.

How should you end a call to leave a good impression?

• Ask if they need anything else and thank them for calling.

• Hang up without saying anything.

• Say 'Goodbye' quickly.

• Thank the caller and wish them a good day.