Telephone Handling
Mastering Telephone Handling
Welcome to the Telephone Handling Quiz! This engaging quiz will help you enhance your skills in effective communication over the phone.
Test your knowledge on the best practices for customer service calls and improve your handling strategies:
- Understand the correct way to greet customers.
- Learn how to handle challenging situations.
- Discover the importance of customer feedback.
When a call is connected what should be the first line?
Hello sir/mam im from reliance jewels..there is a offer for you..
Hello mam/sir im disha from reliance jewels..is this the right time to talk?
Hello im disha .. There is an offer for you..
Who should cut the call first?
CSA
Customer
Any one
If customer doesn’t allows to talk what should CSA do?
Cut the call
Ask him/ her the right time to talk
Force him/her to talk
If Cutomer ask CSA a question of which he/she don’t know the answer what should be done?
Tell customer the wrong answer
Tell customer that you don’t know the answer
Tell customer to wait and handover to other CSA or senior for the correct answer
Feedback call should be done to the customer within?
10 days
1 week
No need
If a customer is in aggressive mood and replies in rude words what should CSA do?
Reply in rude words too
Say sorry and don’t do arguments
Cut the call
If there is customer’s birthday or anniversary what is the correct way to wish?
Happy birthday/anniversary sir/mam.. We would like to invite you to celebrate your special day with us..
Happy birthday/anniversary mam/sir
No need to call
When we should call a customer ?
For offer communication
For GSS reminder
For offers,birthdays,anniversary,GSS,collection ect
If customer calls you and enquire for something and you don’t know the correct answer .. What should CSA do?
Ask customer for time and call back him/her with correct information
Tell him I don’t know
Cut the call
A good call includes?
Correct information and curtesy with valuable feedback and building customer relationships
Only providing information
Call the customer tell the information and ask them to visit
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