Efficiency on the Phone
Suggested Strategy: The employee may struggle with the skills needed
to efficiently answer client questions or find solutions quickly. Focus on
situational skill.
Suggested Questions:
→ Rating Question: When speaking with clients on the phone, on a scale
of 1 to 6, with 6 being confident in every conversation with every client
and every question and 1 being you struggle to find confidence when on
the phone, where would you rate yourself and why? What actions can
we take together to help you reach a 6?
→ Third-Party Question: If a peer were to observe you on a call with a
client and then describe your phone call, what do you think they might
say regarding your ability to efficiently execute the call?
Suggested Activities:
→ Role Play: Practice as a difficult client with lots of questions on the
phone with the employee. How does the employee handle tough
questions or tasks?
→ Brainstorming: Create a list together of the employee’s strengths
when they are on the phone with members, then have the employee
give places where they think there may be room for improvement.
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