The diagram reveals the way in which a company respond to incoming calls for satisfying customers following their needs and what they need to ask the company.
Looking at the illustration, it is immediately evident that the sequence of answer phone, beginning with the sentence ‘how can we help?’ and culminating in four types, particularly transferring to sales department, the department which customers ask the company, help desk or transferring to relevant department.
In the first response, the telephone marketer ask to clients that how can we help, after which there are four cases, the first is that clients want product information or help placing order, then the marketer will ask caller’s name and company to identify more exactly. When this process have been finished, they are transferred to sales department. Regrading the second type, if customers ask shipping or billing, they will be transferred to that department. When it comes to the three case, clients will be asked caller’s name and company like the first case by the marketer if they mention to product, and finally they will be looked after by help desk. The four case is if customers want know other, the marketer will transfer them to relevant department.