Chapter 78. May I Help You?: Telephone Etiquette
In today’s widespread service economy, the telephone is one of the most important tools for providing quality service to customers, both internal and external. People call to acquire vital information, provide details, and solve problems. The way in which service providers handle the basics of the call can influence the outcome, both in handling the transaction as well as in the customer’s overall perception of the organization.
Directions: Rate yourself on the following statements using the scale below and then look for ways to improve your skills.
5 = Always | 4 = Usually | 3 = Sometimes | 2 = Rarely | 1 = Never |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
| 5 | 4 | 3 | 2 | 1 |
Total:__________ |
Scoring:
50 or More | Excellent ... |
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