Phone Etiquette (Part2)
Answering calls is the bread and butter of a customer support role, and these workers are typically hired for their strong communication skills. A bad experience on the phone can ruin a customer’s opinion of your company in just a few minutes. Today we’ll practice listening to a phone call that shows what not to do when taking a call.
Part 1: Listen to the conversation between a tech helpline and a caller and fill in the blanks.
Part 2: Re-read the conversation from part 1 and write down what phone etiquette mistakes the staff member made.