Press the trans/conf key - enter desired extension
What is how to transfer a call?
100
Showing regard or thought for others; especially, displaying good manners or etiquette
What is the definition of the word "courteous"?
100
People who don't speak English
What is the group of people for whom every department should maintain procedures?
100
Our Citywide goal is to always answer the phone before the ______ ring.
What is third?
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
Dial the first party, press trans/conf key, dial second party etc.
What is how to make a conference call?
200
Every interaction with a customer is an opportunity, not an interruption.
What is the right way to think about making customer needs a priority?
200
The IT Division
Who are the people to contact to make sure your phone tree is correctly configured?
200
A staff person should always be available to ________.
What is to answer the phone?
200
Alexander Graham Bell
Who invented the telephone?
300
Press 8, press 4.
What is how to update your personal phone greeting?
300
Be there, choose your attitude, make the customer's day.
What are the "Pike Place Fish Market" concepts?
300
Ongoing training
What should Departments provide to staff regarding the use of phones?
300
Daily Double
What is more than two days?
300
"I'm busy right now."
"It's not my fault."
"Please calm down."
What are things we should not say to customers?
400
707-258-7899
What is the number you dial to listen to your calls from outside the office?
400
Listen - Apologize - Solve - Thank
What are the words that make up the LAST technique?
400
Standards
What are Departments and Divisions required to develop specific to the operations and interactions with the public?
400
The basic information that should be part of any written phone message.
What is the caller's name, phone number, the date, and reason for the call?
400
The City of Napa is where this was invented
What is the loudspeaker?
500
Press 4, then press 9.
What is how to forward a recorded call (voice mail) to another extension?
500
The City's Executive Team believes that _________ are the key to successful relationships with our customers/citizens.
What is who are you?
500
Hours of operation and an emergency number to call.
What is the minimum required for an "after hours" voice mail message for your Division or Department?
500
Your organization (City of Napa), your department, your name.
What is the basic information you should always provide when you answer a phone call?