Demonstration should include
- receiving phone calls
- answering the phone within a reasonable amount of time (e.g., two rings)
- identifying one’s business and oneself
- taking accurate messages
- informing the caller what to expect before putting them on hold
- forwarding and referring calls appropriately
- making calls
- considering the time zone and time of day of call for the recipient
- organizing thoughts and any necessary material prior to placing the call
- identifying oneself, one’s company, and one’s purpose
- listening carefully to the call recipient’s responses, noting content and tone
- taking notes when appropriate
- completing conversation in a timely manner
- noting whether a follow-up call is necessary and giving the recipient a specific date for follow-up
- video calls and teleconferencing.
Process/Skill Questions:
- How is the person answering a phone call important to a company’s customer service image?
- Why is it important to be organized when making a phone call?
- Why is it important to pay attention to the phone call recipient’s tone of voice?
- When is the use of the phone for personal calls appropriate in the workplace?
- What information should be gathered when taking a message?
- What is the appropriate manner for placing a caller on hold in a business environment?
- When should a follow-up phone call be provided?