How to Coach Yourself and Others Empowering Coaching And Crisis Interventions | Page 12

This book is in B&W, not color - Print page in Grayscale for Correct view! Sample of a telephone script for the correct handling of incoming calls 1. Welcome Goodmorning, Lifeline Services. This is speaking. 2. Caller Identification In case we are accidentally disconnected could I please have - Your full name? - Your telephone number? - The address from which you are calling? - And your Email address?. 3. Screening / Establishing the purpose of the call How can I help you today? 4. Commence Assessment / Troubleshooting / Empowering Can you describe the nature of the difficulty you are experiencing? 5. Conclusion of the call - Is there anything else I can help you with today? My name is . If you have any further difficulties please do not hesitate to call again. Thank you for calling Lifeline Services. Have a good day, goodbye. General call behaviour rules 1. Always ask for permission before you put caller on hold 2. Provide an estimate of how long they may expect to be on hold Example - “would you mind if I place you on hold for a few minutes while I check some of our systems?” 3. If a caller is placed on hold, check back with the caller every minute to give him/her feedback regarding the status of the call. 4. When you return from placing the customer on hold say: “thank you for holding” 5. If you need to talk to other staff, press the mute button. - Do not place the person on a speaker telephone. - This may make them feel there is no privacy in the conversation and may prevent them from telling you important information. - Using a speaker telephone may also compromise the confidentiality of the caller's right to protect their private health information. For [email protected] Property of Bookemon, do NOT distribute 12