25 Questions
What is the recommended way to answer the phone according to the text?
Using the suggested format of department name, then your name
Why is it important to have pencil and paper ready when answering the phone?
To jot down the caller's name immediately
What should you do if the caller doesn't identify themselves?
Ask for their name politely
Why should you use the caller's name frequently throughout the conversation?
To show that you are listening and focused on the caller
What is advised to avoid when speaking with a caller?
Using jargon or acronyms not universally familiar
What should be prepared before responding to a call?
Prepare mentally to be present with the caller
What does 'Be sure to get clarification' refer to?
Ask for further details from the caller if needed
What is recommended to focus attention on during a call?
The unspoken thoughts of the caller
What is the primary concern when answering phone calls according to the text?
Maintaining a professional image
Why is it important to focus attention on the caller during a phone conversation?
To avoid being seen as a poor provider of customer service
According to John Robertson, what assumptions do people make about others based on their voice within 60 seconds?
Education, background, ability, and personality
What does the text suggest you should do when answering the phone?
Turn away from your computer and desk
Why does handling yourself on the phone reflect not only on you but also your department and organization according to the text?
It influences the caller's impression of the organization
What is the potential consequence of allowing distractions during a phone conversation?
Important information being overlooked
What can people determine about you based solely on your voice?
Education and background
How does John Robertson's assertion relate to building a reputation and making an impression?
It implies that one's voice alone shapes reputation and impression
What is the key to handling situations when screening calls?
Considering the availability of the called party
In the sample conversation, what did the receptionist offer to the caller when Ms. Stell was unavailable?
Immediate assistance if desired
What did the receptionist do when Mr. Davis requested to speak with Ms. Stell?
Informed Mr. Davis that Ms. Stell had asked to be interrupted if he called
What did the receptionist do when Mr. Davis insisted on speaking with Ms. Stell right away?
Informed Mr. Davis that Ms. Stell was unavailable
What is a common reason for screening calls according to the text?
Because the called party may not have time or may not want to talk to the caller
Why does the text suggest sequencing the questions when screening calls?
To avoid conflict and keep callers from becoming irate
What does the receptionist offer in order to handle a situation where the called party is unavailable?
Immediate assistance and an option for a call back
"Screening calls is often an unpleasant part of the job" - This statement suggests that screening calls:
Is usually unpleasant but sometimes necessary
"But it is sometimes necessary because the person for whom you are screening does not always have time to talk or want to talk to the caller." - This statement implies that screening calls:
"Is sometimes necessary due to availability or preference of the called party"
Study Notes
Answering Phone Calls
- The recommended way to answer the phone is to be professional, courteous, and prepared.
- It's essential to have pencil and paper ready to take notes and record important information.
Dealing with Unknown Callers
- If the caller doesn't identify themselves, it's crucial to ask for their name and company affiliation.
Building Rapport
- Using the caller's name frequently throughout the conversation helps build rapport and creates a positive atmosphere.
- Avoid using jargon, slang, and filler words (e.g., "um," "ah") when speaking with a caller.
Preparation and Focus
- Before responding to a call, prepare by having all necessary information and materials ready.
- Focus attention on the caller during the conversation, avoiding distractions.
- The primary concern when answering phone calls is to provide excellent customer service.
Importance of Voice and Tone
- According to John Robertson, people make assumptions about others based on their voice within 60 seconds.
- Handling yourself on the phone reflects not only on you but also your department and organization.
- A person's voice can convey their attitude, confidence, and friendliness.
- John Robertson's assertion relates to building a reputation and making an impression.
Screening Calls
- The key to handling situations when screening calls is to be professional, courteous, and prepared.
- A common reason for screening calls is to protect the called party's time and availability.
- Sequencing questions when screening calls helps to gather essential information efficiently.
Handling Unavailable Parties
- When the called party is unavailable, the receptionist should offer alternatives, such as taking a message or scheduling a call-back.
- The receptionist should politely inform the caller of the called party's availability and offer a solution.
Challenges of Screening Calls
- Screening calls can be an unpleasant part of the job, but it's sometimes necessary to protect the called party's time and availability.
Learn about the importance of focusing on the caller and avoiding distractions during phone conversations to provide excellent customer service. This quiz covers tips such as turning away from the computer, focusing attention on the caller, and avoiding activities like reading, eating, or drinking during the conversation.
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