Call Flow
What is the first step in handling a call?
Opening the call with a greeting or opening spiel.
What does AER stand for?
Acknowledgement, Empathy, Reassurance.
Name one “Do” for phone etiquette.
Smile! It shows even through phone lines.
What does “Be Present” mean?
Disengage from other activities and focus on the caller.
What should you do before placing a call on hold?
Inform the caller and explain why.
Which step involves asking questions to gather details?
Probing / Check for Understanding.
Which part of AER helps reduce anxiety?
Reassurance.
Name one “Don’t” for phone etiquette.
Never say “I don’t know.”
Which P emphasizes respect and consideration?
Be Polite.
How should you handle interruptions during a call?
Apologize and refocus on the caller promptly.
What step includes setting time-based expectations?
Resolution / Set Expectations.
Which part of AER makes the customer feel heard and valued?
Empathy
Why should you avoid multitasking during a call?
It prevents you from being fully
Which P involves tone, pitch, and diction?
Be Professional.
What is the best way to handle an unintentional disconnect?
Call the customer back immediately.
What should you include in the closing spiel?
Thank the customer, offer additional assistance, and self-help options.
Which part of AER builds trust through competence?
Assurance
What should you do before transferring a call?
Inform the person on the phone.
Which P ensures you take steps before ending the call?
Be Proactive.
Why is transferring a call without notice unacceptable?
It creates confusion and frustration for the caller.
Name all five steps of the call flow in order.
Opening → AER → Probing → Resolution → Closing.
Give an example of an empathetic statement.
Why is positive closure important?
It ensures the caller feels the interaction ended professionally and respectfully.
Name all 7 P’s.
Be Present, Be Polite, Be Patient, Be Prepared, Be Professional, Be Proactive, Be Personable.
What’s the proper approach when you don’t know the answer?
Never say “I don’t know”; instead, offer to find out or escalate.