Customer Service : Call Handling Questions

Marketing Department

Billing Department

Customer Service Representative (CSR)

Drivers

All of the above

Listening Effectively, Extending Common Courtesy, and Avoiding Wrong Impression

Using Common Language, Gathering Customer Information and Satisfying the Angry Customer

Managing Technology, Writing Effective E-mail, and Preparing a Mental Script

Closing the conversation

All of the above

Hearing what we want to hear rather than what is said, Thinking of what we are going to say next, and Distractions --- noise, side conversations, commotion.

Misunderstanding the customer, Thinking about the pervious customer call, and Getting involved emotionally rather than logically.

Talking too much or talking when you should be listening, Stress, boredom, and fatigue, and Holding preconceived ideas about the customer's inquiry.

Making assumptions rather than asking questions.

All of the above

Amiable

Assertive

Analytical

Outgoing

All of the above

Appreciated

Overwhelemed

Ignored

Valued

A and D

Will you…, Can I…, Get this…, Try again...

Thank you…., May I…, Please…, I'm sorry…

How…, What…, When…, Where…

All of the above

None of the above

Use customers name at the introduction and closing of the call

Use the customers name as many times as possible

Never address the customer by their first or last name

Always

Never

Only if your asked

If you have spoken with them prior to today's call (If they have called before, the next time you speak with them )

At the end of the call

Use the customer's last name

First name only if asked

Use "Ms." with women unless they identify themselves differently

All of the above

Don't overuse their name!

Tone and rate of speech

Speaking very loudly

Asking to many questions

Interrupt the customer frequently to answer a question

Treat them the same way you expect to be treated.

Give them misleading information to avoid additional questions.

Address them by their first name only.

Rush through the call as quickly as possible.

"Gee sorry for the long wait, but we have been understaffed"

"I'm afraid I cannot answer that question, we haven't been trained yet"

"I know how you must feel, a lot of our customers are upset of the new policy regarding late charges" or "ya, we're getting a lot of complaints about that"

"I don’t know why they transferred you to me, they're always doing something stupid" or "She's new and hasn’t seemed to learn the ropes yet, what can I do for you?"

All of the above

Keep negative internal information to yourself.

Don’t be critical of other work units.

Keep your remarks about your organization positive.

Keep your remarks about your co-worker positive.

All of the above.

"I think I'll be able to help you", "Your order should go out on Friday and you should have it by the end of the week?", or "I'll try to have someone call you by this afternoon"

"I'll be glad to help you", "your order will be shipped out Friday and you'll have it by next Thursday" or "I'll have someone call you by 3 o' clock"

All of the above.

None of the above.

Acronyms and Buzzwords

Technical terms and Slang

All of the above

None of the above

Use open/closed ended questions.

Wait until the customer has asked as many questions as they have and them proceed with the call.

Ignore the customer and address the questions as you choose to.

Adjust the rate of the conversation to match your customer.

Helps maintain call flow and control

Builds rapport.

Is offensive to your customer

A and B

Act in a courteous manner

Avoid the swamp! (don’t join the customer in his negative emotion)

Remain businesslike (don’t become personally involved)

Apologize for the customer's dissatisfaction (right or wrong)

Explain why (most customer do want to hear what went wrong)

Offer benefits (anything extra can help heal the wounds)

All of the above

Let the customer vent for a minute

Acknowledge the issue and take ownership

Compromise and offer solution

Advise the customer there is nothing that can be done

Place blame

Reassure the customer that the issue is resolved and apologize for the inconvenience

A, B, C, and F

Create a loyal customer

Generate bad word of mouth advertising

Create additional call backs from the customer

Have no impact at all

1 Ring

2 Rings

3 Rings

4 Rings

Let it go to voicemail

Use a cheerful tone of voice.

Identify yourself and your company.

Be prompt but not hurried.

Give the caller options.

All of the above.

Unappreciated

Valued

It doesn't matter what order you complete calls in

Just put the current caller on hold.

Tell the caller that you will put them on hold.

Ask permission to put on hold.

Never put a caller on hold.

You first tell them it is crazy day.

Apologize to first caller for wait time.

Tell them to call back at a better time.

Tell them you can't help them.