Baker College
Research Guides
CIS 2110: Information Technology Customer Service and Support
ID Cards
If you are a Baker student who would like an ID Card, fill out the Library ID Card Request.
Every Call Counts - Video
If you are off-campus, log into Films on Demand with your library card number.
Let's Talk-Telephone Tactics-Video
Every Call Counts - Video Segments
1. Answering the Phone (03:05)
Attitude, buffering words, representing the company, and smiling when answering the phone create a good first impression.
2. Communication Skills (03:06)
When communicating on the phone always be polite, use good grammar, enunciate, and error on the side of being too formal.
3. Voice Control on the Phone (02:57)
Control your voice through rate, energy, and quality.
4. Active Listening (04:09)
While actively listening, don't get distracted, grasp the caller's idea, avoid tuning out, listen for key words, and don't interrupt.
5. Managing Aggressive Callers (04:11)
Empathize with callers and use closed questions to diffuse the situation. Monogram your caller by saying their name throughout the conversation. Keep noises to a minimum.
6. Taking Phone Messages (03:48)
When writing a phone message include first and last names, telephone number, company, date, time, details, and ask for clarification.
7. Irate Customers (03:33)
To calm irate customers begin with a clean slate, listen to their point of view, remain calm, don't interrupt, show empathy, and offer solutions.
8. Make Every Call Count (03:43)
To make every caller count be prepared, avoid slang, and embrace diversity. Don't make callers wait on hold.
9. Voice Mail Etiquette (04:05)
When leaving a message for someone be brief and to the point. State your phone number twice.