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Course Overview

How an organisation handles phone calls can have a direct impact on its success – a badly handled call can mean limited information that might affect service delivery, customer satisfaction and even safety.

On this course you will learn to evaluate how call handlers ask questions over the phone. You will examine the consequences of asking questions in different ways and consider how this affects call outcomes. You will also examine the role of technology in call handler-caller communication and how software design can support service delivery over the telephone.

  • The importance of studying conversations
  • Studying questions in professional call handler interactions
  • Using technology to communicate over the phone

This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls.

By the end of the course, you‘ll be able to…
  • Explain the importance of studying conversations
  • Describe different types of question-style for obtaining information from callers
  • Evaluate the consequences of how questions are asked for the kind of information gathered from callers
  • Identify the role of technology in shaping question-style in call handling interactions