Effective Questioning for Call Handlers (FutureLearn)

You will examine the consequences of asking questions in different ways and consider how this affects call outcomes. You will also examine the role of technology in call handler-caller communication and how software design can support service delivery over the telephone.

Syllabus

Week 1: The importance of studying conversations

Week 2: Studying questions in professional call handler interactions

Week 3: Using technology to communicate over the phone

What will you achieve?

By the end of the course, you'll be able to...

- Explain the importance of studying conversations

- Describe different types of question-style for obtaining information from callers

- Evaluate the consequences of how questions are asked for the kind of information gathered from callers

- Identify the role of technology in shaping question-style in call handling interactions