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> process the call handling
process the call handling
Call Handling Checklist
Pre-Call Preparation
Review the caller's information and reason for calling
Ensure all necessary tools and resources are readily available
Set up a quiet and distraction-free work environment
Answering the Call
Greet the caller with a professional and friendly tone
Identify yourself and your department
Ask for the caller's name and how you can assist them
Active Listening
Listen attentively to the caller's concerns or questions
Ensure to take notes and repeat key information back to the caller
Provide empathetic responses and show understanding
Problem-Solving
Analyze the issue and determine the best course of action
Consult with colleagues or supervisors if needed
Provide clear and concise solutions or next steps to the caller
Follow-Up
Confirm that the caller is satisfied with the resolution
Document the call details and any actions taken
Follow up with the caller if necessary to ensure their issue has been fully resolved
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