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Psy 270 Week 2 Oo Case Study Sample

Decent Essays

Long call: I didn’t mark the call for transfer expectation per I felt the client had already provided the assigned team member’s (William’s) extension when requesting to speak to Marilyn. It wasn’t necessary to provide the information as I felt it would have disturb the natural flow of the call. Additionally , she fulfilled the client’s request as it relates to what she foreshadowed before the transfer. I think the explanation of the OOO process was fulfilled when Erika informs the client she will reach out to Marilyn which is covering for William or someone from their team per she returned from hold with someone from their team. I think she did a good job of owning the call by deviating from regular protocol as this allowed for a natural

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