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Effective Questioning for Call Handlers (FutureLearn)

Improve how you or your company speaks to people on the phone to ensure good levels of service and in some situations safety. 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.