Question

Lionel, a telephone operator agent, was taking calls for the clinic one morning. When the phone rang, he picked up the phone. “Thank you for calling Dr Smith’s office, my name is Leo, how may I help you?” The caller sounded upset and began to explain that he was waiting for a prescription from the doctor and did not receive it yet.
Leo did not interrupt the patient and waited for him to finish his talk. Then, he replied in a calm and reassuring tone of voice. He told the patient that he would be able to connect him with the doctor’s assistant to help him.
When answering the call, did the agent do a good job? (10 points)
Identify the main telephone etiquette guidelines applied in the previous scenario. (20 points)
Did the agent make any mistake or missed any telephone etiquette guidelines?(20 points)

Answer 1

Answer:

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