The degree of speed at which you relay information to your customer. This should not be hurried or too slow but it should match that of the customer.
What is Rate of Speech?
100
The answer to which is always a “Yes” or “No”.
What is a Close-ended Question?
100
A period of silence that should be no more than 5 seconds at the beginning of a call.
What is Dead Air?
200
A reactive to your customer using words like “I can” or “I will”.
What is Responsive?
200
Using a positive tone, being specific and direct while speaking professionally.
What is Call Control?
200
Unfocused. Not paying attention to your customer.
What is Distracted?
300
A reiteration of information just stated. You may need to do this to be sure you understand the customer’s request.
What is Re-phrase?
300
Having good manners.
What is Courtesy?
300
Separate/Not identical. Your tone should be unquestionably exceptional or notable.
What is Distinct?
400
Showing regards for someone’s feelings.
What is being Respectful?
400
Easily understood. Easily heard.
What is Clear?
400
To provide information in a straight-forward manner.
What is Direct?
500
Source of income. With excellent phone etiquette it can be increased by retaining and attracting new customers.
What is Revenue?
500
Assistance and other resources that a company provides to the people who buy or use its products or services. Your skills, in this, should be exemplary.