Unit 2 “ Telephoning and customer care “

Questions :

1.When was the last time you telephoned a company call-centre ?Why did you call – to solve a problem, make an enquiry, for another reason ?

2. What was the result of the phone call ? Were you satisfied with the service ?

3. What are the seven steps to customer satisfaction ?

4. Do you agree with the statement : “The customer is always right “ ?

5. Why do you need to listen to customer carefully ?

6. Do you lose your temper when you are talking on the phone ?

7. Have you ever been put through to the wrong person ?

8. When you call a company, how long should it take them to answer the phone ?

9. Do you always ask people to confirm arrangements that you make on the phone ?

10. Do you like talking on the phone ? How much time do you usually spend on it ?