Service Delivery: Anatomy of a Good Call

People calling Information and Referral (I&R) services portray complex circumstances and needs using an equally complex array of communication styles. In order to leave a client empowered with new information and appropriate referrals, each I&R Specialist should know the correct combination of listening and speaking skills to draw upon during each call. This course outlines those required skills from greeting to closure, illustrating techniques for making the caller feel heard and empowered with the overall objective of achieving top-notch customer service on every I&R call. This course is intended for all staff providing Information and Referral to the public within all applicable sectors of human services. The unique feature of this course is the incorporation of audio clips that illustrate the correct phone techniques and model the preferred behaviors.