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:
Î 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? Î 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:
Î 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? Î 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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