Discussion Questions Key Point #2: Rush Your – Don’t Caller: Featuring Martha Rush 1. Think of a recent phone conversation had in which you felt the other party was trying to you’ve hurry you along. How did you feel? How did you deal with the other person? As you collect and discuss participant responses, emphasize how rushing through a call ♦ can make the customer feel threatened, inadequate and unwelcome. 2. If efficiency is supposed to be so important in wrong with trying to handle a business, what’s call as quickly as possible? Efficiency is great, but not if it it giving ♦ means giving up effectiveness. Let’s face – customers good service is the reason for our being at work. Doing a poor job quickly is no accomplishment. 3. In addition to poor customer service, what other undesirable situations can result from rushing a customer? You may misunderstand the meaning or need. ♦ customer’s You may fail to get important information. This will necessitate a second call, either from ♦ you or from the customer. If you have time to handle the call right, when will you have don’t time to do it over? 4. Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the customer feel rushed? Let the customers know you are interested in what they are saying. ♦ Carefully redirect the person back to the original purpose of the call. ♦ Example: you had such a good time on vacation, Mr. Adkins. Now that back, how “I’m glad you’re can I help you? What can I do for you?” TELEPHONE DOCTOR® PRESCRIPTION: 1. Learn how to redirect calls. 2. Take time to get all the information.
Discussion Questions – Key Point #2: Don’t Rush Your Caller: Featuring Martha Rush 1. Think of a recent phone conversation you’ve had in which you felt the other party was trying to hurry you along. How did you feel? How did you deal with the other person? ♦ As you collect and discuss participant responses, emphasize how rushing through a call can make the customer feel threatened, inadequate and unwelcome. 2. If efficiency is supposed to be so important in business, what’s wrong with trying to handle a call as quickly as possible? ♦ Efficiency is great, but not if it means giving up effectiveness. Let’s face it – giving customers good service is the reason for our being at work. Doing a poor job quickly is no accomplishment. 3. In addition to poor customer service, what other undesirable situations can result from rushing a customer? ♦ You may misunderstand the customer’s meaning or need. ♦ You may fail to get important information. This will necessitate a second call, either from you or from the customer. If you don’t have time to handle the call right, when will you have time to do it over? 4. Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the customer feel rushed? ♦ Let the customers know you are interested in what they are saying. ♦ Carefully redirect the person back to the original purpose of the call. Example: “I’m glad you had such a good time on vacation, Mr. Adkins. Now that you’re back, how can I help you? What can I do for you?” TELEPHONE DOCTOR® PRESCRIPTION: 1. Learn how to redirect calls. 2. Take time to get all the information.