Assignment 2

The assignment is for 10 marks.

Guideline for downloading the assignment:

• Once you have downloaded the assignment question paper from the LMS, answer the questions.

Answer the following questions:

1. What do you understand by structuring? (2 marks)

Structuring means to plan, organize, or arrange the parts of something: We must carefully
structure and rehearse each scene. a well-structured argument.
2. Explain the common errors (indianism) one makes on calls. (2 marks)

Common mistakes with checking/ clarifying on the phone

Using imperative in checking/ clarifying questions like “Please repeat that more slowly”
X when you should make requests like “Can you spell that for me, please?
” Saying “One more” instead of “Can you say that one more time?”

3. Write the call structure and flow of a call. (2 marks)

1.Greeting
2. Authencation
3. Identify the issue
4. Empathize with the caller
5. Troubleshooting
6. Summarizing
7. Branding
8. Ending
4. Write down the importance of below requirements and protocol while on call. (4 marks)

It also helps to ensure that agents are sharing accurate information and following the procedures appropriately.
a. Hold
Call transfers are typically used when a customer calls the agent realizes that another agent or department
b. Transfer can deal with this query better. The call is then transferred to the corresponding phone extension.
c. Escalate The Escalation Process clarifies the boundaries and channels of decision-making throughout an
organization in order so solve the problem quickly and with clarity.
d. Call Back They can also improve customer satisfaction and staff morale.

Guidelines for uploading the assignment:

• Once you have completed the assignment, you will be required to upload the same on the
LMS.
• You may also click a photograph of the completed assignment and upload the same in a
picture format on the LMS within the given time frame.