Communication Best Practices SelfTest Instructions 1) Please complete this selftest • Be honest and thoughtful • Be open to seeing your good and bad habits everyone has them! 2) Share your responses with a partner, noting • Which practices you strongly agree and disagree with • What you do well and not so well
Rate yourself on how well you handle complaints Always 1.
I answer my phone by the third ring when I'm available.
2.
I change my voicemail greeting every day so people know when I'll be available.
3.
I automate my greeting when I will be on vacation to let people know who they can contact in my absence.
4.
I return phone calls within 24 hours.
5.
I leave voicemail messages for exactly the right person.
6.
I leave voicemail messages only when they are essential.
7
I leave voicemail messages that are clear and last less than 15 seconds.
8.
I summarize what was agreed upon,
Sometimes
Never
DK/NA
what was said, what action I will take when speaking with a customer about a complaint.
Always 9.
I keep customers informed about my progress in resolving complaints.
10.
I automate email responses to let people know if I'll be unavailable for several days and who they can contact in my absence.
11.
I respond to emails within 24 hours.
12.
I write clear and concise emails with fewer than 10 lines.
13.
I only send emails that are essential.
14.
I get permission from the sender before I forward a message.
15.
I am careful about what I put in writing.
16.
I send emails only to the people who must receive them.
17.
I use email subject headings that define the message's content.
18.
I provide complete information to voicemail and email recipients.
19.
I talk directly to people when our voicemails and emails get testy.
20.
I use bullets for key points.
21.
I keep my participation in threaded emails to a minimum.
Sometimes
Never
DK/NA