1. How could you improve the overall quality of telephone use in your organization? Assume that you have the authority to do so, what would you do? Describe specific training you could develop. What suggestions would you have for greeting callers? What are some key phrases you would encourage all employees to use? What taboos – words and phrases you would forbid – might be useful?
2. How could you develop guidelines for handling unhappy customers? Draft such a “cheat sheet” for employee reference. Make it long enough to cover most concerns but not so long that it is too complicated.
3. What types of routine calls does your company handle most often? Describe these and offer brief guidelines (or checklists) for handling these in ways that provide excellent service.