Interview a friend or family member who uses the telephone extensively at work. This person does not have to work in a technical service desk position. For example: You may choose to interview a receptionist or someone who works at a call center.) Ask this person the questions listed below. Then write a brief summary of your interview. Formulate your conclusions and recommendations as instructed.
Provide the person's position and type of business and the date and time of the interview.
If any questions do not apply to your interviewee, ask him or her to explain why. You must provide adequate detail. When you summarize your interview results, include what you learned from this person and your conclusions. Provide your recommendations and suggestions for how this company can improve.
- What business functions do you perform?
- Which of the telephone technologies or other technologies are used at your company? (Example: VoIP, ACD, VRU)
- Are these technologies effective? Explain why or why not.
- Does your organization use scripts when answering the telephone? If so, what is this script? If your organization does not use scripts, explain why they do not use them.
- What is the procedure for placing a customer on hold or transferring a call?
- What is the procedure for taking a message?
- What techniques are used to measure your telephone skills (monitoring, surveys, etc.)? What techniques do you use to evaluate your own performance?
- Does feedback from these measuring techniques help you? Why or why not?
- What techniques, formal or informal, do you use to improve your telephone skills?
- Does your company provide training in telephone use? Explain why or why not. Would training help or be important?
- What habits have you developed that help you to be more positive when interacting with customers?
- Remember to include your conclusions and recommendations!