2.1 Describe how to identify callers and their needs
Identify callers needs
Start with open questions, use active listening, don’t interrupt the caller.
Clarification of actual situation/facts
Ask pertinent questions, go over what the caller has said and ask if this is right.
Find out what user knows already
Ask what information was previous given, have respect for the callers attitude without adopting it.
Transition providing information
Initiate giving the information, assess the callers intake capacity in this specific situation and how information show be tailored to their needs.
Align information to callers e.g. questions/concerns, provide small manageable information, encourage caller to ask questions, check back to make sure caller has understood, offer additional support.
Revise incorrect/not applicable cautiously.
Ask if callers needs were met and if not address this, make things better for the caller.
Closure of Call
Offer to call again, ensure there is nothing else you can help with.
2.2 Explain the purpose of giving accurate and up to date information to callers
Giving accurate information to calls means when someone calls a company they have done so with the anticipation of getting their question/query promptly and professionally. Having up to date information available in a clear and concise manner will make the caller more confident and will confirm in their mind they made a good decision to call.
2.3 Explain the purpose of confidentiality and security when dealing with callers
From the callers point of view they want their personal details kept secure and confidential, by showing this when dealing with a caller you are showing them that you can be trusted with their personal information.
From the person taking the calls view, you need to keep the callers personal information private and respect their privacy,