Customer Service

On The

Telephone
Customer Relations Assignment Two

Prepared by: Donald Debono

Customer Service On The Telephone Customer Relations Assignment 2

Contents
• Question 1
• Question 2
• Question 3
• Question 4
• Question 5
• Question 6
• Question 7
• Question 8
• Question 9
• Question 10

Question 1:
Customer Service On The Telephone Customer Relations Assignment 2

Take careful note of your next three outgoing telephone calls. Note who they
were made to and summarise the impression you get when first answered.
Situation 1: Busy Casual Restaurant
• Phone was answered reasonably well by just saying hello and name of the
restaurant.
• The speech was fast and not clear.
• Could not hear everything because of background music, noise from other
customers, waiters talking near the phone and cash registers opening and
closing.
• The restaurant seemed busy because the call handler was a bit edgy and
agitated in his speech.
• When I asked the waiter to book I was left on hold for some time until I was
answered by the supervisor.
• In the end the supervisor just said thanks and hanged.
• I was not sure if he did get every detail good so I called the next day to
confirm.
I do understand that the restaurant could be busy but the management should see
that the phone at least is placed in quieter place in the restaurant. Near it there
should be a reservation book and any information the customer may ask. You
should never leave the customer on hold for too long.
Situation 2: Four star hotel ****
• Phone was answered in a decent way after 3 rings.
• Lacked motivation, like an answering machine repeating the same over and
over. In the end it will sound monotone
• Pitch of voice was low and speech was slow showing the person was bored
• There was no confusion in the background just the sound of the PC keyboards
buttons.
• Information was quick and in detail.
• Before hanging I was re-told my booking to confirm it.
• Receptionist concluded conversation in a polite manner.
After repeating the same thing over and over again it tends to become boring and
frustrating, but unfortunately this reflects on the perception of the caller. They
might conclude that you are not prepared and motivated to help them by answering
Customer Service On The Telephone Customer Relations Assignment 2

all their questions. The hotel’s image may be tainted due to that, because the
receptionist is the ambassador of the hotel in that instant.
Situation 3: Mobile Company Customer Care Call Centre.
• When called was answered by an automated machine to choose an option and
then redirected to a representative.
• When I made my choice I was told to wait and was left on hold for 4 minutes
and during that time the same advertisement was played on and on which was
quite annoying.
• The representative was very friendly.
• The way she talked was full of motivation and all the information was promptly
delivered and was accurate
• Call was ended in a proper way.
Customer Care Call Centres always tend to have good service. The drawback is
that sometimes you are left on hold for some time and left listening to the same
advertisement which tends to be frustrating.
Something which I really appreciated and saw that was very professional was that
soon after I finish my call I received a text message from the company thanking me
for calling the call centre and to call again if I ever need more help. This was very
thoughtful from them and that is how you keep loyal customers loyal to your
company.

Question 2:
Now consider your telephone behaviour. What actions can you take to reduce
the level of background noise?
Customer Service On The Telephone Customer Relations Assignment 2

To reduce the background noise I would take the following actions.

There will not be:
• Eating during calls
• Drinking during calls
• Radios, singing and arguments
• Loud background music
• Printers nearby
• Slamming doors
• Topping pencils
• Interruptions from my colleagues, boss etc......
• Colleagues talking about non work related items whilst some is on the
phone.
• Outside noise

I will have the phone placed in a quiet area or in an appropriate place where it is
not affected that much from the background noises.

Question 3:
List below the steps you can take to be well prepared for receiving and dealing
effectively with incoming telephone calls.
Customer Service On The Telephone Customer Relations Assignment 2

• The first important thing is that I must have a perfect atmosphere to work from
so that I will understand whatever I hear with no distractions.
• The phone area needs to be clean and clear from anything that may misguide
me from doing my work.
• Everything should be organised and easily accessible
• I will have a note pad available with more than one pen so that if one runs out
I will have another one right away.
• I will have near me any general information that the customer may ask for
like:
○ Opening hours
○ Telephones
○ Prices
○ Special Offers
• A computer will be near me with the necessary information on it and internet
access.
• I will write some ready answered questions those customers often as me.
• Before I will start my shift I must clear my head from anything outside work
that my compromise my work and not letting be focused
• I need to be focused and on the alert with a positive attitude before I can
handle any call
• Before every shift I start I need to check that all necessary documentation and
equipment are prepared and ready for use prior to making any outgoing calls
or receiving incoming calls. I need to this because you never know if the
colleague before you left everything in order.
• I will not let any bad influences from other colleagues influence my work.

Question 4:
Consider the types of people who most often make telephone calls to your firm
or office. Compose a “handshake” which will give those people the right
impression.
Customer Service On The Telephone Customer Relations Assignment 2

“Hello,
Good morning/afternoon/evening,
Buonos Restaurant, Donald Debono speaking.”
“How may I be of assistance?”

Question 5:
List typical open questions which you can ask incoming callers to ensure that
you understand the purpose of their call.
Situation: Librarian at telephone desk.
• What kind of information on ________________ are you looking for?
Customer Service On The Telephone Customer Relations Assignment 2

• What would you like to know about this topic?

• What do you mean by _____________?
• Would you tell me more about ___________?
• What else can you tell me that might help us locate the best materials?
• Can you tell me more about your report and what is required for it?
• Can you give me an example?
• Is there something specific about ___________ that you are looking for?
• Would you explain that to me in more detail?
• I'm not familiar with _____________. What else can you tell me about it?
• What do you already know about _______?
• Do you know some other terms for this topic?
• Where have you checked for information so far?
• When you say _______________, what do you mean?
• Can you describe the kind of information you would like to find?
• If I could find the perfect book to help you, what would the title be?
• Where did you hear or read about ________?

Question 6:
Before closing a telephone conversation, what steps can you take to ensure
that there is a successful outcome to the call?
• Create a professional atmosphere.
• Concentrate on what is being said.
• Listen attentively to the caller with no interruptions.
• Avoid being distracted by peripheral visual data
Customer Service On The Telephone Customer Relations Assignment 2

• Have something to write on near you to take notes.

• Write main details of call like:
○ Name of caller
○ Items Ordered
○ Bookings
○ Specialities
○ Number of people etc.........
• Do not jump to conclusions
• If I cannot help in that moment I will ask for the caller’s mobile/telephone
number and promise to get back with an answer.
• If there is time concerned like a delivery, I will see if there is a certainty about
the date and time of delivery. If not I will promise the caller that I will inform
him/her when I have all the information and to call him/her to give the date and
time. (If necessary I will call even before the order is being delivered to the
client to confirm with them if everything is ok)
• Check back and summarise my understandings of the call and ask for feedback
from caller to check if I understood everything well
• Ask if there is anything else they wish to add or ask.
• Thank caller and wish them a nice day and tell them not to hesitate to call again
if they need more help.
• All of the previous should be done in a polite manner.

Question 7:
Contact three companies by telephone, requesting information. Compare
below how quickly and effectively the exact nature of your enquiry was
identified.
Please note that the companies are the same used in “Question 1” regarding
situations 1, 2 and 3. Thanks
Casual Restaurant
Customer Service On The Telephone Customer Relations Assignment 2

• Slow in answering
• Waiter was not sure about the Menu so I was redirected to supervisor
• Was left on hold for too long before it was answered by supervisor.
• All information asked was given to me in good detail by supervisor.
• It was not written but at least the new what he knew everything by heart.

Four Star Hotel

• Fast in answering just after 3 rings.
• I asked for prices and opening times.
• Information was given quickly and in detail. I was even asked for my e-mail so
they could send any necessary information.
• The place seemed to be organised and that there was a computer near the
receptionist with all the information ready which made it faster and better.
• One drawback was that tone of the receptionist was kind of robotic and
monotone by repeating the same information for a lot of times
Mobile Company Customer Care Call Centre
• Was answered by an answering machine and there were too many choices
which I had to listen to, regarding that it was not my first time calling
• Call handler was quick, friendly and at ease when giving information.
• Their department seemed to have and effective working system going on.

In all situations I was given the correct information but for me the Mobile
Company was the most quick and effective in handling my enquiry.
Question 8:
Log your incoming calls for one day. List how many enquiries were dealt with
there and then, and list steps you can take to reduce the level of follow up calls
and actions required.
Calls Received: 50
Calls dealt with there and then: 35
Calls with reason to follow up: 15
Customer Service On The Telephone Customer Relations Assignment 2

Steps to reduce follow up calls:

• Act on enquiries instantly if possible, do not let an enquiry become a
complaint because then problems will arise.
• If you can handle the enquiry don’t let anyone handle it for you just because
it is not your department or your job. When it comes to handling customers
effectively it is always your job no matter what.
• Don’t let callers on hold for a long time or being forwarded to different
departments for something simple and where they have to wait. No customer
likes to be charged for any extra time on calls, which were put on hold.
• Try to deal with the enquiry there and then, in a clear way so the customer
does not have to call back to check if you understood or to be explained
again whatever you said. Whilst they are still paying for the calls, nobody
likes paying for something which did not intend to spend.
• Repeat details back to customers.
Example: If customers made a booking reservation repeat what the customer
said so that you reassure them that the details you took were correct.
• Have required information near you so you can give quick and clear answers
to callers
• Ask caller if all information that was given was understood sound and clear.
• Do not make promises you cannot keep! Always be sure of what you say
because might get misunderstood and you might get in trouble for that.

Question 9:
Monitor the level of complaints and angry/aggressive callers your firm or
department receives in one week. What steps can be taken to ensure that
callers with complaints are dealt with effectively?
Handling Complaints Effectively:
1. Listen
2. Emphasise
3. Resist ate
4. Clarify
5. Respond
Customer Service On The Telephone Customer Relations Assignment 2

6. Agree action
7. Confirm
8. Follow Up
Steps for a successful follow up call:
1. Know why you are calling
2. Prepare a "script."
3. Get in the mood
4. Speak briefly, then listen
5. Make it a conversation
6. Be yourself
7. Ask for the next step

Question 10
Finally compile a list of information which you would have to hand so that
incoming calls can be dealt with promptly, efficiently and responsively.
Information to be at hand in:
Hotels
• Hotel packages, season prices and availabilities.
• Breakfast serving time.
• Outlets opening and closing hours.
• Prices of outlets (E.g. Dinner buffet)
• Day’s outlets are not open
Customer Service On The Telephone Customer Relations Assignment 2

• Bus times
• Places of interest
• Forwarding numbers of all hotel phones
Restaurant
• Booking Diary near phone to check availabilities.
• Sample menus ready to be sent by e-mail if requested
• Knowledge of menu serving
• Choice for dietary requirements

Mobile Company
• Detailed information of offers your company is offering.
• Prices of international and local calls.

With all of the information at hand always have some ready answered questions
that callers often ask. This is good so that you will know what to say and offer a
clear answer quickly and an effective way.
Have at hand telephone numbers of people/colleagues you might need to call in
relation with a customer query after you promised you will call the customer later
on during the day.