1. Why is a phrase as innocent sounding as a second” forbidden? “Just 2. Why is it so important to tell customers the truth? 3. What’s the recommended way to put a customer on hold when you know the may take “hold” longer than it should? TELEPHONE DOCTOR® PRESCRIPTION: 1. Replace a second” with: you able to hold?” “Just “Are 2. Wait for a response. Discussion Questions Key Point #5: at the Start of a – “No”
1. Why is a phrase as innocent sounding as “Just a second” forbidden? 2. Why is it so important to tell customers the truth? 3. What’s the recommended way to put a customer on hold when you know the “hold” may take longer than it should? TELEPHONE DOCTOR® PRESCRIPTION: 1. Replace “Just a second” with: “Are you able to hold?” 2. Wait for a response. Discussion Questions – Key Point #5: “No” at the Start of a