Author Question: Explain the best approaches when handling difficult calls. What will be an ideal ... (Read 18 times)

Kikoku · **on:** Aug 22, 2018

Explain the best approaches when handling difficult calls.

What will be an ideal response?

Question 2

Describe at least four ways the office professional can promote his or her office through positive telephone techniques.

What will be an ideal response?

lgoldst9 · **Reply #1 on:** Aug 22, 2018

Answer to Question 1

Explain the best approaches when handling difficult calls.
It is important to remember know and remember that anger is a secondary emotion. This means that when the caller is upset, he or she is usually not mad at you, so don't take it personally.

Deal with the feelings first by showing understanding, providing feedback, and summarizing the situation.

Deal with the situation. Find out what the caller wants or needs. If it's not possible to do what the person wants, suggests alternatives. Share information. Agree with a solution and follow up with the caller if needed.

Answer to Question 2

Describe at least four ways the office professional can promote his or her office through positive telephone techniques.
Be courteous; being courteous means you demonstrate good manners, politeness, and diplomacy.

Be considerate when using speakerphones; let the other person(s) know you are using your speakerphone feature. Ask the person if the reception is clear before you begin any conversation. Let the person know who else is in the room. Avoid shuffling papers or moving items on your desk because the speakerphone is sensitive to noise.