Press the Trans/Conf key and enter the extension of the desired employee.
How do you transfer a call?
100
All main lines shall be picked up by a ________ person first.
What is a live persson?
100
They are an opportunity - not and interruption.
What are our customers?
100
Answer the phone before the ______ ring?
What is the third ring?
100
An instrument which converts sound, specifically the human voice, to electrical impulses of various frequencies and then back to a tone that sounds like the original voice.
What is a telephone?
200
Once the first person is on the line, put them on hold, dial the 2nd party, dial the next party and so on.
How to make a conference call?
200
All main lines use ____ key to go to a live person.
What is zero (0)?
200
Definition: adj. Graciously considerate of others.
What is courteous?
200
Stay with the caller until they are handed off to the right person (no ______ transfers)
What are cold transfers?
200
Alexander Graham Bell
Who invented the telephone?
300
Access your mailbox, press 8, press 4.
What is updating your Personal Phone Greeting?
300
All main lines use the _____ key for voice mail.
What is one (1).
300
"Be there", "Choose your Attitude", "Make the Customers Day".
What are the "Pike Place Fish" concepts?
300
Utilize an out of office message when you will be out of the office for more than _____ days.
What is two (2) days?
300
An organization's ability to supply their customers' wants and needs
What is customer service?
400
707-258-7899
What number do you dial to access your voice mail from outside the office.
400
All Main Lines should be _________ by departments to determine full functionality of the system is being used.
What is analyzed?
400
The City's Executive Team believes that ____________ are the key to successful relationships with our customers/citizens.
What front line employees?
400
Maintain uniform procedures for handling callers who do not _______ _______ .
What is speak english?
400
An organization's ability to supply their customers' wants and needs
What is customer service?
500
Press the 4 key, enter the extension number of the staff member, then press 9.
How do you forward a call to another extension?
500
Two (2)
What is the number of main lines that offer information in Spanish?
500
For difficult customers use the LAST technique. It stands for:
What is Listen, Apologize, Solve, Thank?
500
Work with the ______ Division to redirect phone lines to proper employees.