Across
- 1. four times faster than what people speak
- 3. machine for calls that come through after hours ensures that your organisation gets all the calls, even those from customers or suppliers who phone before or after the office hours
- 5. unspoken element of communication used to reveal our true feelings or emotions
- 9. unable to assist a caller immediately
- 11. Mostly telephone calls made to an organisation is for the gaining of ________
- 13. information that may not be divulged to customers stipulated here
- 16. If we are angry, it is evident by our ______ expression
- 22. If the person you are calling is not available leave this for him/her
- 23. All staff have the right not to be subjected to this behaviour/abuse
- 24. The tap-tap of keys on the keyboard when you are checking your emails as well as paying attention to the Caller
- 25. More effective way of communicating than via the telephone
- 28. question is one that requires more than a one-word answer
Down
- 2. The type of information that you should not give freely over the phone
- 4. when taking messages do this so that you can be contacted directly
- 6. listening that involves listening for real meaning
- 7. Prior to transferring the call, _______ them for their patience and understanding
- 8. always answer the phone with this
- 10. a listing of telephone subscribers in a geographical area or subscribers to services provided by the organization
- 12. Answering a work phone customers need to hear the _____ and efficiency in your voice
- 14. action taken when taking a call from an abusive customer, whether it’s their first or their fourth, if the customer uses racist, sexist or homophobic language which contravenes the Equality Act.
- 15. The caller can hear any sounds of impatience such as clicking pens or tapping rhythmically with fingers on the desk
- 17. Keeping customers informed about their query shows a _____ image of the company
- 18. To be a good communicator, you need to consider the ______ of your voice
- 19. Be __________ and courteous when answering enquiries or giving information over the telephone
- 20. The energy in the voice can be stifled if you sit hunched, with shoulders forward, talking down your chest into a microphone
- 21. action to be taken towards colleague when transferring a call
- 26. The average time for a telephone call where a matter must be discussed, is _____ seconds
- 27. _______the complaint on to your supervisor or manager if the nature of the problem is clearly out of your sphere of authority