Improving Telephone Customer Experience

What is the primary goal of the seven-step call flow strategy?

• To train new employees

• To increase sales

• To improve telephone customer experience

• To reduce call duration

Which of the following is NOT a part of the lead-in step?

• Offering a welcome

• Offering help

• Identifying the company

• Asking for feedback

What is the first step in the lead-in process?

• Offer help

• Give your name

• Offer a welcome

• Identify the company

Why is it important to acknowledge a customer's emotions during a call?

• To confuse the customer

• To make the call longer

• To avoid addressing the issue

• To build confidence and assertiveness

What should you do if you accidentally interrupt a caller?

• Continue talking

• Transfer the call immediately

• Apologize

• Ignore it

What should you do if you need to transfer a call?

• Interrupt the caller

• Allow the caller to finish their statement

• Transfer immediately

• Ask for permission to transfer

How can you avoid sounding like you are interrogating the customer?

• Use technical jargon

• Avoid asking questions

• Bridge into questioning

• Ask questions rapidly

What is the benefit of speaking in complete sentences during a call?

• It confuses the customer

• It makes you sound warmer and friendlier

• It shortens the call duration

• It makes you sound more robotic

What is a good way to end a call?

• End with a fond farewell

• Transfer the call

• Hang up abruptly

• Ask more questions

What is the purpose of bridging into questioning?

• To make the call longer

• To remove feelings of interrogation

• To avoid asking questions

• To confuse the customer