Phone Service
Communication Via Teams
Dealing with Clients
100

This is the phrase you should use when answering the phone

What is "thank you for calling Great Lakes State Agency, this is (name) how can I help you?"

100

This makes Pam and Dan nervous when you send them this message, so please add more context. 

Can I call you? 

100

When someone calls about something that would take awhile (such as a review)- you should do this. 

What is make an appointment? 

200

This is the longest you should leave someone on hold

What is 60 seconds? 

200

When stepping away - this should be in your teams away message

What is your return time?

200

When writing someone with AO, we should always send them this so they can do some of their own service. 

What is the Customer Center email? 

300

Pam suggests you have one of these on your desk to make sure you are smiling while on the phone

What is a mirror? 

300
This is how many people you should ask when you need help. 

What is 1? 

300

You should do this when you email someone something.

What is call or text them as well? 

400
Before hanging up the phone with a client, you should do this. 

What is thank them for their business? 

400

When something informational is put in teams, we should avoid doing this. 

What is "pushing" it up? 

400

You should do this if a customer comes into the office - and is working with a remote employee. 

What is call the remote employee? 

500

You should do this if someone hangs up or is disconnected. 

What is call back?

500

Before we put a piece of information in teams we should do this. 

What is put it in the pedia - EZL? 

500

You should always tell people to do this and use the phrase "For your convenience." 

What is pay online?

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