Unit 2 Discussion: Are You Listening - Admission/Application Essay Example

Unit 2 Discussion: Are You Listening? affiliation This interview took place on 12th November at a higher learning The interviewee was an online receptionist who tackles questions from all over the country regarding the courses offered, entry points and grades required to join the different courses in that higher learning institution. The telephone technology used was ACD, and she reported that the technology is cutting age since it helps them handle many phone calls without interference with other callers (ODea, 1999) .

The company has an elaborate way of putting customers on hold or transferring a call viz. Once they receive, a call the customer is greeted politely using the company standard greeting “thank you for calling, this is xxx how may I help you?” A pause is then put in the conversation, and the customer is told that he is going to be on hold as a reason is provided, an apology is made for the inconvenience caused. If the hold is more than 60 seconds, the customer is called back and be informed to stay on hold still.

The caller’s name is always used to show a personal connection. The customer care measures herself through monitoring by colleagues and other quality assurance department members. In addition, she evaluates herself through peer review that helps in reviewing specific aspects of her work like language, tonal variation and attitude towards work. Both the formal and informal feedback from peers and the management helps her in improving her skills in the profession. The company provides training in telephone use once in a month as this helps in equipping the entire team with the latest knowledge and skills required.

She has developed a habit of listening and being kind to the customers despite some customer’s occasionally being rude. To conclude, the customer care seem to be aware of what she is needed to do in her work moreover, she has mastered the art of speaking to people. However, she was not aware of the script technology the organization use. I would recommend that the organization to offer dynamic training in all sectors to equip their workers with vast knowledge of telephoning system.ReferenceODea, V. (1999). Better business by phone: A guide to effective telebusiness management.

West Lafayette, Ind: Ichor Business Books.