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22 Cards in this Set
- Front
- Back
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Describe the Simplified Quality Call Description and list the 5 umbrella qualities
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- describes the desired flow for a Quality Call
The 5 umbrella qualities: - professional tone - listening and questioning - courteous - appropriate time - equipment 116.1.1 |
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Describe a Professional Tone in regards to the 5 umbrella qualities of Quality Calls
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- clear and energetic
- warm, measured pace - confident, dedicated - concerned about customer needs - interested in business relationship - lead the conversation 116.1.2 |
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Describe Listening and Questioning in regards to the 5 umbrella qualities of Quality Calls
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- repeating
- paraphrasing - questioning - not interrupting - not finishing sentences 116.1.2 |
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Describe Courteous in regards to the 5 umbrella qualities of Quality Calls
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Avoid:
- excessive jargon, slang, poor grammar - interrupting - condescension, sarcasm - sighing, yawning, eating, drinking 116.1.2 |
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Describe Appropriate Time in regards to the 5 umbrella qualities of Quality Calls
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- don't ramble on too long
- don't be too short or rushed 116.1.2 |
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Describe Equipment in regards to the 5 umbrella qualities of Quality Calls
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- ensure workstation and tools set up prior to beginning
- avoid shuffling papers - be aware of background noise 116.1.2 |
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List the 6 steps associated with a Quality Call
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- courteous, professional greeting
- identify need - resolve need - identify additional product/service needs - promote additional products/services - close and brand 116.1.3 |
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Describe Professional and Courteous Greeting in regards to the 6 steps of a Quality Call
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- brand NAV CANADA
- determine reason for the call - obtain/confirm/verify name of client 116.1.4 |
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Describe Identify Need in regards to the 6 steps of a Quality Call
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- determine if the FIC can handle the request
- use questioning techniques to determine need 116.1.4 |
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Describe Resolve Need in regards to the 6 steps of a Quality Call
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- use proper procedures and guidelines
- give clear, accurate, appropriate explanation - confirm customer received enough info to resolve need 116.1.4 |
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Describe Identify Additional Product/Service Needs in regards to the 6 steps of a Quality Call
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- establish need or offer assistance by using customer info
- if appropriate, ask if there is anything else customer needs 116.1.4 |
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Describe Promote Additional Products/Services in regards to the 6 steps of a Quality Call
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- recommend solutions
- explain uses and benefits - affirm customer choice - respect the right to say no 116.1.4 |
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Describe Close and Brand in regards to the 6 steps of a Quality Call
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- ensure you and client know what is/has been done before closing
- thank customer 116.1.4 |
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Describe effective listening
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- mental process
- understanding - restate - skill that evolves over time 116.1.5 |
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Describe the 3 active listening skills
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- focus on key words
- focus on customer attitude - don't be judgmental 116.1.6 |
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Describe the 3 interactive listening skills
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- use verbal cues
- verification - confirmation 116.1.7 |
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List the 3 elements of the call opening
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- greeting
- company/FIC name - offer of assistance 116.1.8 |
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List the 3 hold procedures
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- ask permission
- explain why - wait for response 116.1.9 |
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List the 4 transfer procedures
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- ask if customer has already been transferred
- offer the choice to be transferred or a callback - give the position of the person or department who will pick up the call - stay on line until call is picked up 116.1.10 |
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List the 7 message taking procedures
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- who the message is for
- caller's name - caller's phone number - reason for call - callback instructions - your name - time and date of call 116.1.11 |
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List the 5 call closing elements
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- summarize content of call
- leave customer on positive note - brand - let customer hang up first - never make comment before hanging up 116.1.13 |
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State the 7 guidelines for handling difficult calls
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- listen
- restate the problem - empathize - question for details - determine what customer wants - recommend your solution - agree on solution 116.1.13 |
