By the end of this module you will know how to:
Put callers on hold
Transfer calls
Deal with visitors
Take messages
TELEPHONE ETIQUETTE
You may not have a lifeline…or phone a friend…or even take two wrong answers away…but you will enjoy taking this fun, simple quiz on customer service.
As we all know, it’s not rocket science, and of course, most of it is all common sense as they say. However, we all know too that common sense is NOT that common.
So have fun, enjoy the quiz…and good luck!
1. “How can I help you?” belongs:
a. In the initial greeting.
b. In the message taking scenario.
c. Nowhere. I’m not able to help anyone.
2. When I’m not able to help a customer, I should:
a. Tell them honestly and thank them for their business and hang up.
b. Give whatever information I can, right
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Correct answer is AB. Anything after your name…erases your name. And on initial greetings, your name is very important. You have answered the phone to help them. It’s a given. Those words are best used in a message taking scenario. Research show that one should greet, identify your company, tell them who they are speaking to and ask how you may assist/help them, e.g.
“Good day, this is Ster Kinekor, You are speaking with Mary. How may I help you?”
2. Correct answer is C. Be sure you let the customer know that help is on the way. That’s the most important part.
3. Correct answer is B. We need to leave our troubles at the door. Arguments with a spouse or a bad hair day are your problem. Telephone Doctor calls that ‘emotional leakage’. That’s getting angry at Peter and taking it out on Paul. Not fair, not right, and no fun.
4. Correct answer is C. No gum at work – ever. End of subject. If you have bad breath – use mouthwash.
5. Correct answer is B. The old Telephone Doctor adage…’smile BEFORE you pick up the phone’ is the way to make every phone call, or customer contact, a great one. Remember, it’s hard to be rude when you’re
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//Jake Roth //CISC122.N82 import java.io. *; public class Chapter19Program9Roth { public static void main(String[] args) { //Enter
Option 1- Forced Ranking Is the staff of your organization rated above average on performance appraisal systems? If not, the organization could be missing out on a proven business asset. Organizations with highly engaged employees are 89% more likely to attain higher customer satisfaction ratings as well as rank four times higher in revenue expansion when compared to firms employing the lowest rated staff (Goffee & Jones, 2013). Various appraisal formats are available for management’s use in identifying top performers such as the absolute, relative, and outcome formats among others.
I would have asked the client questions one by one, instead of asking all the questions at once. 4. I would have sat the client down, and asked her if there was anything else I can do to help her? 5. I would have told the client about the other possible resources that we have available.
The business and marketing world is a very risky and difficult career. You don’t know what decisions can drastically change your entire company. I will be talking about the fact that Gamestop can possibly go down the same hill as BlockBuster. Now a days, everyone is always talking about the new video games and how they are willing to wait outside of the store until the game gets released. The good thing is that with all of the new technology, they won’t have to suffer the long waits.
Interestingly, social function was the most frequently selected domain with pain intensity, although participants did not consider social health as an important area as physical health, which was obviously supported by the results of the open-ended question and PROMIS cards parts of the interview. Social function was merged from two PROMIS domains; “ability to participate in social roles and activities” and “satisfaction with social roles and activities”. These two domains were combined because the participants had difficulty differentiating between them and therefore they only selected one of them during the interview. A systematic review showed that the social component of life was important for individuals with LBP 55. In addition, WHO reported that LBP affects the work performance among individuals with LBP and it considered a leading cause of work absence and loss 53.
Introduction Over the course of the entire Spring semester, Triad I proved to be a worthy opponent with the various integrated assignments completed. Through the integration, it can be more simplistic as a grade for one assignment counts in more than one class. It is quite possible the only reasoning as to why these assignments seemed so difficult is through my mind wreaking havoc, having me believe these will be assignments I would never find myself completing. Yet, once I took the time to process what I would have to do, depending on the assignment, along with the support of my triad I professors, completion seemed doable.
These five tasks, in their development stage provided different levels of difficulty. Surprisingly, I found writing the economics and business activity the easier of the tasks to write up, part of the reason for this is because I thought about an activity that would not only, assist me in learning about those concepts but that would also keep me interested. The rest of the activities developed quickly in my mind and I think that is largely because I have a ‘humanities’ brain and these activities reminded me of the tasks I participated in at school myself. The integrated history and geography activity proved to be the most difficult, I knew I wanted to have an activity directly related to the Cross Curricular Priorities, more specifically Aboriginal and Torres Strait islander peoples but developing an activity surrounding this was almost like adding extra pressure. As a future teacher you want to improve the way history and societal views of Aboriginal and Torres Strait islanders is being taught, to provide a better foundation of study for students.
1.2 Different businesses and organisations are of course going to have different standards and procedures for communicating on the telephone. For the specific business which I work for we have to answer calls within a ‘three rings’ time scales or at least try to the best of our ability. We of course have a duty of care to help both of our internal and external customers. When we answer the phone it is company policy to state your name, your department followed by a polite opening phrase. For example – ‘‘Good Morning/Afternoon, You are through to Katie Fifield from Basildon Council’s planning department.
B. Once, I was very angry at a person. I wished to act upon this anger, I wanted to do something ignorant. This is an example of an internal conflict because I was fighting within myself not to act on my
I am a person that takes time to think about things before take any actions. However, there is one time in which I externalized my emotions, is that is when I am PMS’. I have very severe symptoms of PMS and when I am in those days I am very emotional, sensitive and I have no patient at all. But to help control the situation a little I always warned my husband and kids that I am feeling that way so they can also help me and understand. 3) Can you easily empathize with others?
1. Collective decision making, such as determining the level of public goods, differs from standard decision making within a household in two important ways. First, there is a problem of eliciting preferences. If the amount that individuals have to pay depends on their statements, they may tend to understate their true preferences. If the amount that individuals have to pay does not depend at all on their statements, they may tend to overstate their true preferences.
Therapists must access their own internal process such as their feelings, attitudes and moods. Therapists’, who are not receptive to the awareness of their flow of thoughts and feelings, will not be able to help clients be aware of theirs (Kahn, 1997, p. 40). Though congruence does not mean that therapists have to share personal issues with clients, a therapist must not conceal their inner process from the client, and not be defensive but transparent (Kahn, 1997, p. 41). By being open sometimes a therapist learns more not only about their client but about themselves
The sector is witnessing a radical change as traditional retail markets are replacing with new formats such as discounts stores, departmental stores, hypermarkets, supermarkets etc. In this competitive environment the retailers are more forced to concentrate towards Customer service & their satisfaction. In retail stores, the customer service is includes like counter service, billing the products, offer explanation to customers, providing them coupons, explain the product
B. In the story there are a lot of conflicts for example, there is one between doctor and Death. Doctor wants to deceive the death