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Questions and Answers
What is one basic phone etiquette that should be followed when handling phone complaints?
What is one basic phone etiquette that should be followed when handling phone complaints?
- Interrupt the customer if they are taking too long to explain their issue
- Avoid greeting the caller and introducing yourself.
- Promptly answer the phone (correct)
- Use pessimistic phrases when speaking to the customer.
What should you do to eliminate noise distractions when handling phone complaints?
What should you do to eliminate noise distractions when handling phone complaints?
- Turn up the volume on your end to drown out the noise
- Ignore the noise and focus on the customer's needs.
- Politely ask the customer to speak up.
- Eliminate noise distractions to focus on the customer's needs. (correct)
What should you do if you encounter language, cultural, or technical barriers when handling phone complaints?
What should you do if you encounter language, cultural, or technical barriers when handling phone complaints?
- Hang up the phone and avoid dealing with the issue
- Use pessimistic phrases to communicate with the customer.
- Smile, use optimistic phrases, and show intent to serve (correct)
- Ignore the barriers and continue with the conversation.
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Study Notes
- Successful handling of phone complaints requires attention to tone and use of words.
- Basic phone etiquette includes promptly answering the phone, greeting the caller, and introducing yourself.
- Eliminate noise distractions to focus on the customer's needs.
- Smile, use optimistic phrases, and show intent to serve.
- Clearly pronounce words and pace your message.
- Never interrupt the customer or appear bored, annoyed, or frustrated.
- Use the caller's name and request clarification if needed.
- Inform the customer of each step you take and clarify actions according to policies.
- Language, cultural, and technical barriers may arise when handling complaints from different countries.
- Phone etiquette can help bridge these gaps.
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