Telephoning: etiquette
Presentation
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World Languages, Professional Development, English
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11th Grade - Professional Development
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Practice Problem
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Medium
Tetyana Melnichenko
Used 12+ times
FREE Resource
9 Slides • 13 Questions
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Teacher: T. Melnichenko
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- Mary NestorHarper, Demand Media
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Complete the list of possible telephone frustrations with the verbs:
call, get, listen, play, put, repeat, return, take, transfer
4
Multiple Choice
They ______ irritating music when you're put on hold.
call
listen
play
put
repeat
5
Multiple Choice
You_____cut off in the middle of your call.
get
put
take
transfer
return
6
Multiple Choice
People you call____a long time to answer.
get
put
take
transfer
return
7
Multiple Choice
They _____ you on hold and forget about you.
get
put
take
transfer
return
8
Multiple Choice
They ________you to another person and you have to ____ your enquiry.
listen, take
transfer, put
take, return
transfer, repeat
9
Multiple Choice
They don't ____properly to what you are saying.
listen
transfer
take
repeat
call
10
Multiple Choice
You continually ______an engaged tone when you______ someone.
listen, call
take, get
call, repeat
get, call
11
Multiple Choice
People don’t ___ your calls.
call
put
repeat
return
transfer
12
Multiple Choice
You______ through to a voicemail system.
call
get
repeat
return
transfer
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things that frustrate you when using the telephone?
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15
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Open Ended
With the growth of the Internet, email and text messaging, how important is the
telephone in business these days?
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Open Ended
What skills do staff who answer the phone need to have?
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Open Ended
Does bad telephone customer service have an impact on the success of a business?
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performance’. Do you agree? Discuss with a partner.
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Open Ended
The author suggests, ‘More business is lost through bad service than by poor product performance’. Do you agree? Why/Why not?
Teacher: T. Melnichenko
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