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Telephone Handling

A professional customer service representative using a headset, engaged in a telephone conversation, emphasizing effective communication and customer care in a modern office setting.

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.

10 Questions2 MinutesCreated by CallingOcean423

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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