1.Monitor a couple of call that you need to answer , make note of how you handled the call regarding etiquette,what you appplied ,how it helped,etc also note how you made the decision to transfer the call to someone else in the organisation.
2. Take messages for other colleagues and or managers.
3.Arrange a meeting with your Manager /Mentor and discuss how you handled the calls, provide them with the checklist provided in the logbook.
1. Call 1:
- Caller: Hi, I have a question about my recent order.
- I greeted the caller politely and introduced myself as a customer service representative.
- Applied active listening skills to understand the caller's query.
- Provided accurate and detailed information about the order and resolved the query efficiently.
- Used proper etiquette by maintaining a friendly and professional tone throughout the call.
- The caller appreciated the assistance and expressed satisfaction with the service.
Call 2:
- Caller: I have a complaint about your product.
- I empathized with the caller's frustration and apologized for the inconvenience caused.
- Listened attentively to the complaint and offered a sincere apology on behalf of the company.
- Took ownership of the issue and assured the caller that we would investigate and resolve it promptly.
- Provided information on the complaint escalation process for further assistance.
- Used proper etiquette by remaining calm and respectful even though the caller was angry.
- The caller acknowledged our efforts to address the complaint and thanked us for the assistance.
Deciding to transfer the call:
- During Call 1, the caller had a complex technical question that I couldn't answer confidently.
- I recognized my limitations and explained to the caller that I would transfer the call to a technical support specialist.
- Asked for the caller's consent to hold for a moment while I found the appropriate person to assist.
- Transferred the call to the technical support department after briefing them about the customer's query.
2. I will also log and take messages for my colleagues and managers when they are not available. This includes accurately noting down the caller's name, contact details, reason for calling, and any specific instructions provided.
3. I will arrange a meeting with my Manager/Mentor to discuss how I handled the calls. During the meeting, I will provide them with the checklist provided in the logbook, which includes points related to proper etiquette, active listening, providing accurate information, resolving issues, transferring calls, and taking messages. This will help me gain constructive feedback, identify areas of improvement, and further enhance my customer service skills.