Podcast
Questions and Answers
During the 'Découverte' phase of a successful incoming call, which technique is most effective for understanding the caller's needs?
During the 'Découverte' phase of a successful incoming call, which technique is most effective for understanding the caller's needs?
- Immediately offering a solution to the caller's problem.
- Focusing on the caller's name and contact information.
- Providing detailed information about all available services.
- Using the QQOQCCP method (Quoi, Qui, Où, Quand, Comment, Combien, Pourquoi). (correct)
What is the primary goal of 'Reformulation' during a phone call?
What is the primary goal of 'Reformulation' during a phone call?
- To transition the conversation to a different topic.
- To provide a detailed history of the organization.
- To clarify and confirm the caller's needs to ensure understanding. (correct)
- To offer immediate solutions without further discussion.
Why is it important to confirm a scheduled appointment (RDV) with the caller?
Why is it important to confirm a scheduled appointment (RDV) with the caller?
- To give the caller important information.
- To ensure they remember the time and date. (correct)
- To provide them with more information about the services offered.
- To fill up the schedule.
In the context of handling incoming calls, 'prise de congés' refers to:
In the context of handling incoming calls, 'prise de congés' refers to:
What should be included during the 'Preparation + Posture Professionnelle' phase before answering incoming calls?
What should be included during the 'Preparation + Posture Professionnelle' phase before answering incoming calls?
What is the recommended approach when a caller's issue is outside of your expertise during an incoming call?
What is the recommended approach when a caller's issue is outside of your expertise during an incoming call?
Why is it important to 'Valider la clarté' during a phone call?
Why is it important to 'Valider la clarté' during a phone call?
What does 'Poser des questions ouvertes' mean during the phase 'Demander le motif de l'appel'?
What does 'Poser des questions ouvertes' mean during the phase 'Demander le motif de l'appel'?
When is the appropriate time to mention your name in a phone call?
When is the appropriate time to mention your name in a phone call?
During what stage of a call would active listening and silence be most important?
During what stage of a call would active listening and silence be most important?
During the personalisation stage, what should be done?
During the personalisation stage, what should be done?
After providing a response, what is the next step in the structure?
After providing a response, what is the next step in the structure?
When beginning a phone call, what should you start with?
When beginning a phone call, what should you start with?
After discovering and actively listening, what is the next step?
After discovering and actively listening, what is the next step?
What is the ultimate goal of a phone call?
What is the ultimate goal of a phone call?
If another subject arises during the call, what should you do?
If another subject arises during the call, what should you do?
Posture Professionnelle involves:
Posture Professionnelle involves:
When should you ask what the purpose of the call is?
When should you ask what the purpose of the call is?
If it hasn't been done already, what is an important step to do?
If it hasn't been done already, what is an important step to do?
If there was a mistake in the call, what should you do?
If there was a mistake in the call, what should you do?
Flashcards
Phone call preparation?
Phone call preparation?
Ensuring you are ready to assist; being available, having necessary support, and being set up.
Professional Posture
Professional Posture
Speaking professionally to create a good impression.
Structure and name?
Structure and name?
Clearly stating the organization's name and your own name.
Ask Reason For Call
Ask Reason For Call
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QQOQCCP Method?
QQOQCCP Method?
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Active Listening Skills
Active Listening Skills
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Reformulation meaning?
Reformulation meaning?
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Good phone support?
Good phone support?
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Ensuring Comprehension?
Ensuring Comprehension?
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Anymore questions?
Anymore questions?
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Arranging next call?
Arranging next call?
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Ending an Outgoing Call?
Ending an Outgoing Call?
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Study Notes
- The image describes the flow of a successful incoming phone call.
Preparation + Professional Posture
- Be available.
- Have support material at hand.
- Ensure everything is properly installed.
- Maintain a professional posture (refer to the successful welcoming conditions tool).
Naming the structure + Identifying oneself
- Example scenario : "Mission Locale de Poitiers, good morning..."
- Example scenario : "France Travail, Julie GARNIER, Insertion Counselor, good morning..."
Asking the Reason for the Call
- Ask open-ended questions to understand the request’s needs and provide tailored answers.
Discovery - Active Listening - Restatement
- Use the QQOQCCP method (What, Who, Where, When, How, How much, Why).
- What is the reason for your call?
- What can I do for you?
- What are the reasons for your call?
- How can I help you?
- If I understood correctly, you would like...
- Memo: Make sure you understand the person's needs.
Providing an Answer + Eligibility requirements
- If not already done, provide information about the structure.
Validating Clarity - Ensuring Good Comprehension of the Answer
- Have I been clear enough?
- Are there any other topics you would like to discuss?
- Do you have any other questions?
Other Subject?
- Are there other subjects you want to talk about?
- Do you have other questions?
Making an Appointment if Needed + Confirmation
- If wrong direction, redirect the person to another structure or organization.
- Confirm the appointment time by sending a text message or email.
Taking Leave - Positive Image - Structure
- I wish you a good end to the day, I remain available.
- We'll meet as agreed on..., I wish you a good day, see you soon.
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