CALL CENTER TRAINING_ INBOUND & OUTBOUND SKILLS

Why is telephone etiquette training important for representatives?

• To prevent customers from calling

• To improve the customer experience

• So you can speak faster

• To make more sales

What technique helps representatives better understand customers?

• Be quick in conversation

• Be empathetic

• Be distant

• Be indifferent

How can representatives show they care about the customer?

• Speaking in a monotone

• Using the client's name

• Talking only about the company

• Ignoring the client's questions

What is enunciation in telephone communication?

• Speak in a low voice

• Use technical jargon

• Enunciate words clearly

• Speak quickly

What should be done to ensure that representatives are doing a good job?

• Implement a quality assurance program

• Not monitoring calls

• Not providing feedback

• Letting representatives work alone