Skip to 0 minutes and 4 seconds Many organizations deliver a service to customers, clients, patients or service users over the telephone. However how an organisation handles phone calls can have a direct impact on its success. A badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety. If we can work out the consequences of asking different types of questions then we might improve the performance of call handlers and the organization as a whole. On this course you’ll learn to evaluate how call handlers ask questions over the phone. We will examine the consequences of asking questions in different ways and consider how this affects call outcomes.
Skip to 0 minutes and 43 seconds You will also examine the role of Technology in call handler - caller communication and how software design can support service delivery over the telephone. This course will equip you with skills to make fundamental improvement how your organization delivers telephone calls. We hope you will join us.