When Answering A Call
What are the 3 rules to greeting professionally?
1. Great Opener
2. Great Tone
3. Greet them by name
What is a warm transfer?
When you speak with the new agent before the call is transferred. You can tell the destination agent about the caller's issue and give any background information (without the caller hearing).
What could you say instead of "I don't know"
That's a great question, let me find out for you.
Give a brief definition of telephone etiquette..
Telephone Etiquette means being respectful to the person you are talking with over the phone. Showing consideration for the other person, allowing them time to speak, and communicating clearly are just some of the ways we can practice phone etiquette. Your voice must create a pleasant visual impression over the telephone.
Always answer on the ___ ring.
3rd
Answering a phone call and then immediately putting the caller on hold is okay if you are busy. True or False?
FALSE. Always introduce yourself and if you must put them on hold always keep them in the loop and inform them on what's going on.
What should you do before transferring a call?
Be sure to keep the caller informed on what you are doing and have a great ending statement.
What could you say instead of "Mind holding?"
May I place you on a brief hold for a moment while I research the account more closely?
What are some ways we push back?
Arguing
Telling a Member they're wrong
An unwilling or unhelpful attitude
Saying something like "There's nothing I can do for you."
What should you do IF you do choose to put a member on speaker?
Speaker phone is not the best practice, but when needed, let the member know they are on speaker.
Introducing yourself on a call is important. True or False?
TRUE. Always introduce yourself because first impressions are important.
When is the only time a cold transfer is acceptable?
The only time a cold transfer should be used is when a member calls and asks for a particular department and that department has a hunt group you can drop the call to. Under no circumstances should it be dropped to a personal extension if you have spoken to the member for any length of time to verify them. This also involves not telling the member you are transferring the call.
What could you say instead of "That's not possible."
I am unsure of the abilities with this situation. Do you mind if I reach out and research further?
What do most individuals do when pressure is applied?
They push back.
Name something you should always have nearby.
Why is smiling while on the phone important?
Because the member can hear the difference.
When should a warm transfer be used?
When you have verified the member and have information concerning the call, you will need to introduce the member to the employee you are transferring them to. The initial employee will verbally let the receiving employee know the at the member’s information has been verified. Each party knows what is happening and is aware of the reason for the call. The receiving employee will utilize the standard closing statement when ending the transferred call.
What could you say instead of "I can't hear you, speak up!"
I'm having a difficult time hearing you Mr. Member. Would it be possible to adjust your phone volume?
What is psychological reciprocity?
In social psychology, reciprocity is a social norm of responding to a positive action with another positive action, rewarding kind actions.
In other words, people are instinctively motivated to return to us the same feelings and match the tones we give them.
Why shouldn't you eat while on the phone?
Eating while on the phone can make it hard for the member to hear you and it's very unprofessional.
Name one thing you should you avoid while on the phone?
Eating, interrupting, jargon, etc.
When I transfer a call, it doesn't matter if I'm professional because I'm not who they are asking for. True or False?
FALSE. Every person the caller speaks to makes an impact and an impression.
What could you say instead of "I can't do that."
What I can do for you is...
Why are positive greetings so powerful?
Such greeting can be so powerful that it can even turn your frown into a smile and drastically put you in a good mood.
Why would keeping a mirror nearby be helpful?
Utilizing a mirror to monitor your facial expressions and to make sure you're smiling.