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In today’s widespread service economy, the telephone is one of the most important tools for providing quality service to customers, both internal and external. People call to acquire vital information, provide details, and solve problems. The way in which service providers handle the basics of the call can influence the outcome, both in handling the transaction as well as in the customer’s overall perception of the organization.
Directions:Rate yourself on the following statements using the scale below and then look for ways to improve your skills.
5 = Always
4 = Usually
3 = Sometimes
2 = Rarely
1 = Never
I answer the call promptly.
5
4
3
2
1
I personalize service by using the caller’s name.
5
4
3
2
1
When it is necessary to place a caller on hold or transfer a call, I ask for permission and wait for an answer.
5
4
3
2
1
I tell the customer how long he or she will be on hold and minimize hold time.
5
4
3
2
1
When I must transfer a customer, I give the name, department, and phone number of the person receiving the call.
5
4
3
2
1
I give the caller my undivided attention.
5
4
3
2
1
I avoid side conversations of any kind during telephone conversations.
5
4
3
2
1
I don’t interrupt the caller.
5
4
3
2
1
I slow my rate of speech slightly when explaining a complex matter or providing numbers.
5
4
3
2
1
I check with the caller to ensure understanding of transmitted information.
5
4
3
2
1
I thank the person for calling.
5
4
3
2
1
I allow the caller to hang up first.
5
4
3
2
1
Total:__________
Scoring:
50 or More
Excellent
41–49
Satisfactory
31–40
Needs improvement
30 or less
Unacceptable
Areas for Improvement
To the Facilitator
After completion of the rating, form small groups to discuss the ratings, recommended actions for improvement, and the impact of ineffective phone skills on providing quality service. Conduct a large group discussion based on feedback from the subgroups and identify specific actions that can be taken for improvements on the job.
