Call Handling Essay

2614 words - 11 pages

HELP DESK CALL HANDLING SCRIPTS

FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined.

June 1999

© 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc.

__________________________________________________________________ _ Page 2

Future Technologies, Inc. Call Handling ________________________________________________________ ____
INTRODUCTION..........................................................................................................................3 PERSONAL GREETING SCRIPTS .........................................................................................4 HELP DESK GREETING SCRIPTS ...view middle of the document...

.............................................13

_____________________________________________________________________ _Page2

Future Technologies, Inc. Call Handling ________________________________________________________ ____
Introduction The help desk is the “heart” of any business. It exists to bring current and future information changes to customers. This information may be as basic as offering printing instructions or as complex as diagnosing and solving a system problem with the customer on the telephone. Because the help desk team will probably talk with every company employee at one time or another, they are well positioned to take the pulse and temperature of the business on a daily basis. They are the first ones to notice a change or shift in company composure. Thus, the help desk team provides the foundation that keeps the business running smoothly. However, a common frustration that customers share with us is the lack of consistency they encounter when calling the help desk--“My biggest concern in calling the help desk is that I never know who will answer the call or what type of response I will receive.” Although we may not have control over which analyst answers the telephone, we can take the necessary steps to ensure that the response provided is polite and accurate. Consistent responses and follow up establish credibility. Call handling scripts can be used to standardize your operation.

__________________________________________________________________ _ Page 3

Future Technologies, Inc. Call Handling ________________________________________________________ ____
Personal Greeting Scripts Customers develop confidence when they know what to expect. Even a standard personal greeting will help to achieve this. Here is an example of what a personal greeting might include: “Hello, this is Valerie of ABC Corporation. I am in the office, but with another customer at the moment. Please tell me how I can assist you. Leave a message after the tone, including your phone number and the best time to call. If there is research I can do before returning your call, please include details in your message. I will return your call just as soon as possible.” If you want to give callers an alternative, your greeting might end with an instruction such as this: “If you would like to speak to someone immediately, dial extension 1234 and a help desk analyst will assist you.” If you have an after hours number where you can be dependably reached, your message should provide this information: “Hello, this is Valerie of ABC Corporation. Our normal business hours are from 7:30 am to 4:30 pm. If this is an emergency, please page me at _______ or call me at ________. Otherwise leave a message after the tone, including your phone number and the best time to call. I will return your call just as soon as possible.” It is not necessary to update your personal greeting every day. However, if you will be out of the office for more than a day, you may...

Other Essays Like Call Handling

Nvq3 Unit 306 Essay

4689 words - 19 pages will research topical issues, examine incidents and make assessments of the appropriateness of the actions taken and you will prepare materials to enhance the safety awareness of others. Learners will benefit from undertaking practical courses relating to moving and handling, food safety and first aid. Tasks There are four tasks to this assignment. A Presentation B Case study C Handouts D Short answer questions This is a summary of

Handling Different Types of Customers Essay

617 words - 3 pages |Handling Different Types of Customers. |[pic][pic][pic] | |Abacus International | | |Friday, 6th April 2007 | | We all have them â

Health and Safety

4621 words - 19 pages 1.1 Identify legislation relating to health and safety in a social care setting Legislation • The Health and Safety at work act 1974 • Control of substances hazardous to health regulations 2002 • RIDDOR Reporting of injuries, diseases and dangerous occurrences regulations 1995 (amended 2008) • Manual Handling regulations 1992 (amended 2002) • Food Hygiene regulations act 2005 • The Personal Protective Equipment Regulations 2002 Policies

Infection

1042 words - 5 pages antidiarrheal medications are not recommended unless told to do so by your health care provider. Taking this medication can prevent the body from getting rid of the bacteria. It can also cause the infection to last longer. If no improvement in symptoms after 2 days you should call your healthcare provider. Also if you notice blood in your stool, severe vomiting, severe abdominal pain, or signs of dehydration.(dry or sticky mouth, decrease urine

Customer Service at Datatronics

2563 words - 11 pages create unnecessary bottlenecks. Instead, there should be designated account managers who will be handling those top-level accounts exclusively and provide a means for those customers to directly call their designated contacts at Datatronics. This change is absolutely crucial in pursuit to improve existing customer relations and for customers to come. It will demonstrate transformed respect, dedication and appreciation I believe Datatronics

Unit 304 Promot and Implement Health and Safety in a Health Care Setting

1709 words - 7 pages each individual in a health and social care setting. The health and safety act covers all aspect of work including, fire safety, handling hazardous substances, infection control, food hygiene and manual handling to safely transfer an individual. 1.3- My responsibilities in the workplace include, ensuring all my training is up to date and following all workplace policies to ensure safety of myself, other team members and patients. I must read

Critical Thinking in Customer Service

2390 words - 10 pages not understand the job competencies and necessary qualifications that are needed to be able to effectively handle inquiries and diffuse tense situations on a daily basis. In "An Empirical Study of Job Design in the Australian Call Centre Industry’ Bowden argues that the majority of customer service employees in call centers lack the necessary autonomy and authority needed in order to solve an issue directly without involving upper management

Healtha and Social Care

3315 words - 14 pages UNIT 8 SAMINA HUSSAIN UNDERSTAND HEALTH AND SAFETY IN SOCIAL CARE SETTING 1.1 LIST LEGISLATIONS RELATING TO GENERAL HEALTH AND SAFETY IN A SOCIAL CARE SETTING • Health and Safety at work Act 1974 • Management of Health and Safety at Work Regulation 1999 • Health and Safety (first aid) Regulation) 1981 include amendment on 2009 • The Electricity at Work Regulations 1989 • Manual Handling Operations Regulations 1992 • Reporting of

Term Paper

636 words - 3 pages THE SCOTTS COMPANY JOB DESCRIPTION Job Title: Orders to Cash Representative Date: 11/02/11 Department: Orders to Cash Band: C Division: Supply Chain Track: I.C. Title of Supervisor: Supervisor, Orders to Cash FLSA Status: __Y X N General Summary This position works closely with customers handling all aspects of billing, collections, cash application, reconciliation of receivables and order

Business Communication

774 words - 4 pages Outsourcing Backlash Gets Abusive, Ugly Marks-10 “I don’t want to talk to you. Connect me to your boss in the US,” hissed the American on the phone. The young girl at the Bangalore call center tried to be as polite as she could. At another call center, another day, another young girl had a Londoner unleashing himself on her. “Young lady do you know that because of you Indians we are losing jobs.” The outsourcing backlash is getting ugly

Ethics Case Study

895 words - 4 pages Ethics Case Study Kimberly Peralta HCS/335 April 19, 2011 Terry Matherne Jerry McCall is Dr. Williams’ office assistant. He has received professional training as both a medical assistant and a LPN. He is handling all the phone calls while the receptionist is at lunch. A patient calls and says he must have a prescription refill for Valium, an antidepressant medication, called in right away to his pharmacy, since he is leaving for

Related Papers

Unit 306a Hsc Essay

1211 words - 5 pages Unit 306 A Ai - Health and Safety at work Act 1974 - Management of Health and Safety at Work Regulation 1999 - Health and Safety Regulation 1981 include amendment on 2009 - The Electricity at Work regulations 1989 - Manual Handling Operations Regulations 1992 - Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 - Communicable diseases and infection control - Working Time Regulations 1998 - Care Standard Act

Promote Good Practices In Handling Information

1342 words - 6 pages CU2479 Promote Good Practices in Handling Information in Health and Social Care Settings 1. Understand requirements for handling information in health and social care settings. 2.1 Identify legislation and codes of practice that relate to handling information in health and social care. Legislation and codes of practice that relate to handling information in health and social care are as follows: * Data Protection Act 1998

Early Childhood Cert 3 Essay

1778 words - 8 pages our centre or have any leave the centre. Have both children and staff wash their hands on a regular basis .e.g. before and after eating, after playing and before and after handling food. ALWAYS where gloves when handling food, cleaning bodily fluids such as blood. ALWAYS use spray sanitizer after each child has slept on a bed or mattress. Sanitize ALL toys at the end of the day to minimize the spread of diseases. 2) Potential

Used Lignite Processing Equipment Essay

824 words - 4 pages ; equipment used in coal processing - BINQ Mining: 4.6/5 · beater type lignite mill - Coal processing system Find the Right and the Top beater type lignite mill for your coal handling plant! , a mining machines manufacturer in china focus on your local solutions service Screens Used In Coal Processing - New & UPortable Concrete Crusher Rentalsed Mineral Processing Dept. features Screens Used In Coal Processing for sale