DEVRY BUSN 258 Week 3 Assignment
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1 . How could you improve the overall quality of telephone use in your organization ? Assuming you have authority to do so , what would you do ? Describe specific training you could develop . What suggestions would you have for greeting callers ? What are some key phrases you would encourage all employees to use ? What taboos - words and phrases you would forbid - might be useful ?
2 . How could you develop guidelines for handling unhappy customers ? Draft such a “ cheat sheet ” for employee reference . Make it long enough to cover most concerns but not so long that it is too complicated .
3 . What kinds of routine calls do your company handle most often ? Describe these and offer brief guidelines ( or checklists ) for handling these in ways that provide excellent service .