SS24PSWB Phone Skills

Which of these is NOT information to include when leaving a voicemail for a customer?

Any vacation days you have coming up

What should you do when dealing with a hard-to-understand caller?

Ask the caller to repeat the question, then paraphrase what they said

Once an appointment is set with customer over the phone, what is the next thing you should do?

Confirm the next steps

When dealing with irate callers, what does the "E" in L.E.A.D. stand for?

Empathize

When speaking to a customer, it's important to _________.

Mirror the customer's rate of speaking

What is the last step in structuring a call?

NOT (Recap the Entire Call)

What is something to avoid when ansering a customer's questions?

Over answering

Why is it important to confirm next steps after setting a follow-up appointment with a customer?

To ensure a smooth and hassle-free process

Smiling during a phone call with a client can help convey _________.

Warmth, energy and friendliness

When on the phone with a customer, it's best to resist the temptation to _____.

multitask