Show:
Telephonic Services
E-Communications
Teamwork
self-care
100

The term “telephonic services” may apply to

telephone communications and online meetings with voice interaction

100
  • What forms of contact might be considered “e-communications”?

emails and social media postings

100
  • ___________ requires a coordinated effort to make it work

teamwork

100
  • Whose duty is it ultimately to ensure that your own personal well-being is protected?

yours

200
  • When speaking on a telephone it is a good idea to

Use simple language

Use normal volume


200

Electronic communications can be discarded quickly with no lasting consequences.

TRUE or False

False

200
  • What sorts of team members may make for the least dynamic team?

those with almost identical skills

200
  • What might be involved in providing your own self-care?

forcing yourself to do something difficult

motivating yourself for personal growth

300
  • What challenge might you find in a customer who has been connected to through a voice menu system?

someone frustrated by the long wait and menu process

300
  • What is a good style for writing e-mail messages?

be concise and complete

300
  • What are three components of effective teamwork?

common vision

complementary skills

interpersonal bonds

300
  • What proper mindset might help you deal with a challenging customer?

be detached so you don't absorb the anger

400
  • When placing your customers on hold, you should

offer an explanation why


400
  • When is the best time to send an e-mail message?

After checking for typos and incorrect information

400
  • What is a typical evolution of team interaction?

forming, storming and norming

400
  • What do studies show is the result of regularly scheduled worker rest breaks?

productivity increases

500
  • When transferring a customer’s call to another of your team members, what should you do?

Explain why

Make an introduction to the new team member

Provide details so the customer doesn't have to repeat the story

500
  • How can you use the Internet in a way that supports you in your role as a customer service worker?

research information that serves a customer's need

500
  • What sort of member may be the most valuable on the team?

an employee who tries to help everyone do their best

500
  • What are the desirable results of after-work activities such as exercise or meditation?

3 R's

relax, rest, and replenish