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Telephone Operator (Answer phone calls (Survey customers on service (Know…
Telephone Operator
Answer phone calls
Use the phone script to answer a call
Provide answers regarding product information.
Upsell/cross-sell items
Utilize the order entry system per policy
Survey customers on service
Know survey questions
Complete the phone call using phone script
Assist with returns per policy
Assist with exchanges per policty
Utilize the product guide to answer customer questions
Utilize the Table of Contents to locate a product
Utilize cross references to search for similar products
Read product information page and interpret information to answer customer questions
Locate and access the Product Guide
Utilize the search feature to locate a product
Manage customer's time on call while locating information
Set the expectation for time
Provide distraction
Identify type of customer interaction and follow necessary procedures
Apply the principles of etiquette
Show consideration
Be efficient
Do not keep customers on hold for prolonged periods of time
Orient and practice
Be professional
Use calm demeanor and Tone
Enunciate and speak clearly
Be honest
Take ownership of call to ensure resolution
Acknowledge the unknown and find the answer
Be respectful
Show empathy
Remain calm
Listen
Validate understanding
Partner with customer
Use proper manners
Please, Thank-you, Sir, Ma'am
Do not interrupt customer
Complete standard customer interactions
Utilize AIDET: Acknowledge, Introduce, Duration, Explanation, Thank
Utilize the standard Service script
Recognize characteristics of a standard customer interaction
Complete challenging customer interactions
Recognize when to transfer the call to a supervisor
Utilize a phone script for challenging customers
Recognize characteristics of a challenging customer
Mitigate risk of a challenging customer interaction
Employ active listening
Use phone script