Call Types

• Incoming
• Outgoing
• Internal

Call Preparation

• Essential items
• Considerations

Incoming Calls

• Courtesy and efficiency
• The external customer
• Difficult situations
• Taking / passing messages
• Follow ups
• Providing the right information
• Returning calls
• Being assertive

Outgoing Calls

• Preparing the call
• Speaking to the right person
• Dealing with obstructions
• Being assertive
• Follow ups

Internal Calls

• The internal customer
• Dealing with colleagues
• Getting it right
• Speed and efficiency