#HC-03-35 Effective Questioning for Call Handlers
About Course
UEA (University of East Anglia)Description
Learn the importance of effective questioning for call handlers
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.
Who will you learn with?
Jamie works as Research Fellow in the School of Health Sciences at the University of East Anglia.
He specialises in qualitative methods for studying communication in institutional settings.
Who developed the course?
The University of East Anglia is an internationally renowned university providing top quality academic, social and cultural facilities to over 15,000 students from over 100 countries around the globe.
What Will I Learn?
- Explain the importance of studying conversations
- Describe different types of question-style for obtaining information from callers
- Evaluate the consequences of how questions are asked for the kind of information gathered from callers
- Identify the role of technology in shaping question-style in call handling interactions
Topics for this course
Introduction to the course
Introduction to the course00:06:37
Meet the educator
Call handling
I Enjoyed this course , it opened my eyes to many thing i didn't know before .
It was one very elaborate and easy to understand course with a proper weight given to both technical and practical points.
Very well organized course on how to run properly conference calls using common sense and respect.
Instructor explained options in an way that was easy to understand without oversimplifying it.
Material Includes
- Official Certificate
Tags
Target Audience
- This course is for any professional involved in delivering a service over the telephone, particularly any organisation that uses a computer software to support call handlers in managing calls.