Press the Trans/Conf key and enter the extension of the desired employee.
What is transferring a call?
100
Picked up by...
What is a live person?
100
Definition: adj. graciously considerate of others.
What is courteous?
100
Before the third ring.
When should you answer the phone?
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
Press 8, Press 4...
What is updating your personal phone greeting?
200
Uses ______ to go to a live person.
What is zero (0) key?
200
They are an opportunity - not an interruption.
What are customers?
200
During working hours always have a ______ available to answer the phone.
What is a staff person?
200
Alexander Graham Bell
Who invented the telephone?
300
Dial the first party, dial the second party and so on. Press the Trans/Conf key...
What is making a conference call?
300
All main lines us ______ for voicemail.
What is the one (1) key?
300
"Be there", "Choose Your Attitude", "Make the Customers Day"
What is "Pike Place Fish" concepts?
300
Listen actively, give the caller your full _______.
What is attention?
300
CSI
What is Customer Service Initiative?
400
Dial 707-258-7899
What number do you dial to listen to your calls from outside the office?
400
All main lines should be _______ by departments to determine the full functionality of the system.
What is analyzed?
400
The LAST acronym stands for:
What is Listen, Apologize, Solve, Thank?
400
Stay with the caller until they are handed off to the right person. (No _____ transfers).
What is cold?
400
____________is a function of how well an organization is able to constantly and consistently exceed the needs of the customer."
What is customer service?
500
Press the 4 key, enter the staff members extension, then press 9.
What is forwarding a call to another extension?
500
Two (2)
What is the number of main lines that offer information in Spanish?
500
The City's Executive Team believes ______ are the key to successful relationships with our customers and citizens.
What is our front line employees?
500
Use an out of office message when you will be out of the office for more than ______ days.
What is two (2)?
500
"The problem lies between the keyboard and the chair".
What was the IT techs reason for the computer malfunction?