Customer Service Strategy Unit 6

421 Words2 Pages
1. List and describe essential phone skills. • Building confidence • Planning, before making the call • Be focused • Conversation skills • Building example sentences • Listening skills • Questioning techniques • Well Spoken • Clear voice • High Volume • Good use of Tone • Building rapport • Enjoy talking to people • Confident • Motivated • Energetic/ Vibrant • Results oriented • Asking right questions • Follow direction • Use company scripts • Follow the rules of Telemarketing 2. Discuss different voice mail systems. Different types of voicemail systems are categorized based on their recording services capabilities. The first type of voice mail system is a telephone in which the hardware and software is internally built into the phone providing capabilities of recording the conversation and storing it. There are then other types of voice mail system which don’t have a physical hardware accompanying them and merely are software which is installed on a computer and then the computer acts as a voice mail system. Then there are voice mail systems which are completely managed by a company who then lease a line to a customer to have their messages stored, recorded or transferred for different phone lines. 3. Describe the positive and negative aspects of voice mail systems. Following are the positive aspects of the voice mail systems: a. It has a personalized answering facility which allows clients to answer in their absence or when they are unable to answer their calls. b. It is also provided with caller identification facility which let the user to identify the missed call and answer to it at later point of time in case client has forgotten to provide his/her contacts number. c. It allows user to communicate easily with each without ringing the bell. d. If at allows user to leave message in case the call is not being responded.
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