2. If you require a lot of details from the caller manage their expectations, and tell them! There is nothing worse than being confronted by a call handler and a script. Worst of all is when they take you through what seems like a never ending string of questions “Name, number, address, email, favourite colour, last meal you ate, favourite dance move….” The fear in the mind’s of some callers will be where is this conversation going and why are they asking me all this info. In clearly advising the caller of the journey you will undertake together it will save
any misunderstandings and frustration.