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DEVRY BUSN 258 Week 3 Assignment .pdf


Original filename: DEVRY BUSN 258 Week 3 Assignment.pdf
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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.


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