Uncovering the correct information to assist your customers.
Learn the importance of effective questioning for call handlers.
How an organization handles phone calls can have a direct impact on its success - a badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety. You will examine the consequences of asking questions in different ways and consider how this affects call outcomes.
You are required to complete the Workbook for this course.
The key to getting the most out of these workbooks is to give full and detailed answers to the questions, it will help you realize that you understand what the question is and that you have the confidence not only in answering it in the workbook, but also handling a live situation when you come across with confidence as well.
So, let's see what you are made of!
Welcome to your workbook!