WorksheetsHandle Telephone Calls 2
Total questions: 8
Worksheet time: 6mins
Sometimes you may find yourself in a situation where the caller is not certain of the information that he/she needs from your company, so you will now need to determine the purpose of the call. This is referred to as:
answering a specific call
analyzing a specific call
analyzing a non-specific phone call
all of the above
_______________ ___________________ involves blocking out distractions, focusing on what the caller is saying and mainating eye contact.
(a)
Smiling, having a good posture and pleasant tone are (a) cues that impact how your voice sounds on the call.
Your phone greeting should include:
Thanks
Introduction
Offer of assistance
all of the above
Analysing non-specific calls enables the agent to make suitable (a) to the customer.
When speaking to a customer about information that is of a personal nature, account _____________________ is very important.
monitoring
handling
verification
all of the above
A/An____________________ is the result of a scenario in which a customer is not pleased with an agent interaction and wants a senior company representative(usually a call center manager or a supervisor)to address the complaint.
transferred
referred
escalated
answered
_________________ is of utmost importance when using the telephone and your telephone manner creates a lasting impression for the good or bad of the company’s image.
Smiling
Speaking
Courtesy
none of the above
