Phone Etiquette
Instead of mute, what should you place your client on?
What is hold.
I want to make sure I understand your request?" is an example of this pillar of WCCS.
What is listen.
When it comes to WCCS, we are _____ willing to assist.
What is ALWAYS.
Check on the caller if they are holding for longer than ___ minutes.
What is 2 minutes.
Simple statements over the phone will help your caller feel ____.
What is acknowledged.
When speaking to an caller that is elderly make sure you _____ _____.
What is slow down.
"I will do my best to provide the best possible outcome for you" is an example of this pillar of WCCS
What is acknowledgement.
Is there anything else I can help you with?" Is an example of this pillar of WCCS.
What is final assistance.
This function is not ideal for you or the caller and should be replaced with the hold feature.
What is mute.
"Do you have a something to write with so you can note this important information" is an example of this pillar of WCCS
What is recap.
This will either make or break whether the experience for the caller was great or not the best.
What is hold etiquette.
In order to confirm the callers understanding, provide a _____ and final assistance so they have the opportunity to provide anything else they may need help with during the call.
What is recap.
True or false: You can assume that all callers are tech savvy and understand how to access or utilize the technological tools provided.
What is false.
____ the caller before you place them on hold and when you return.
What is thank.
"How can I assist you today?" is an example of this pillar of WCCS (world class customer service).
What is willingness to assist.
It is the simple phrases that make the _____ and most _____ impact.
What is biggest and positive.
To confirm the callers understanding, ask them questions about any ______ ______ you provided to them.
What is important information.
Get the callers permissions ____ you place them on hold. "Do you mind if I place you on hold?"
What is before.
This adds value to your hard work and gives the caller a final opportunity to ask any questions and address any other concerns before you disconnect
What is final assistance.
Be kind and treat every call the way you would like to be treated and you will be leading the way when it comes to _____ _____ _____ _____.
What is world class customer service.
In order to avoid ______ ______ avoid phrases such as "I can't", "Unfortunately", and "no".
What is sticky situations.
Use ______ ______ such as "bear with me one moment while I check for you" to avoid uncomfortable dead air.
What is transition phrases.
Many times we forget to ______ the callers need for assistance. This can provide a human touch.
What is acknowledge.
____ _____ is the most forgettable best practice.
What is hold etiquette.
What are 4 pillars of world class customer service?
What are listen, acknowledge, offer assistance, and recap/final assistance.