March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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11
Telephone Listening
PURPOSE
To illustrate the importance of listening when talking to a customer on the telephone.
DESCRIPTION
This activity provides information about the influence of voice inflections concerning
the messages that we send and receive when talking on the telephone.
TIME
20 minutes
RESOURCES
Slides 2 and 3; Handouts 11.1 and 11.2; and two chairs that can be placed back-to-
back in the front of the room
PRESENTATION
1. Review with participants the information on Slide 2. Note that this information
was also found in Handout 1.1 concerning customers’ perceptions.
2. Ask participants what they think happens concerning ...
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I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.