Welcome to your Telephone Skills - Self Assessment
1. I answer the call promptly.
2. I personalize service by using the caller’s name.
3. When it is necessary to place a caller on hold or transfer a call, I ask for permission and wait for an answer.
4. I tell the customer how long he or she will be on hold and mini- mize hold time.
5. When I must transfer a customer, I give the name, department, and phone number of the person receiving the call.
6. I give the caller my undivided attention.
7. I avoid side conversations of any kind during telephone conver- sations.
8. I don’t interrupt the caller.
9. I slow my rate of speech slightly when explaining a complex matter or providing numbers.
10. I check with the caller to ensure understanding of transmitted information.
11. I thank the person for calling.
12. I allow the caller to hang up first.
