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Sample answer:
Yes. Closing of the call requires courtesy and proper spiels. If we neglect such, it will
also create a negative impact on the caller or the institution. It is a sign of respect that
a person would give time to ensure that there are no loose ends to the conversation.

3. As a customer, what are the qualifications of a good closing you expect in a
call?

Sample answer:
I expect the tone to be friendly and professional. I don’t like it if the caller speaks too
fast, since it seems that he or she just wants to get the conversation over with. I want
a quick recap on what we’ve talked about. Lastly, I want an assurance on what we’ve
agreed upon.

1. You are an entrepreneur. You were doing a random check on the customer
service calls. You’ve noticed that there were some representatives who were
rushing through the call. They were either speaking too fast towards the
end of the call or hanging up without saying the closing spiel.

Sample answer:
Team, I’ve called for this urgent meeting because I find your behavior very alarming.
You are supposed to provide quality service to our customers, but it seems that we
have been rushing through the calls. The entire call should be done properly. I want
you to undergo a performance management program. You will have your back-to-
basics training program. This aims to improve your call handling from opening to
closing. We mean business and I don’t want anyone to be a mediocre. I expect all of
you to perform at your best.

2. You are a technical representative. You’ve assisted a customer in basic trou-
ble shooting of her Nokia N95. You are about to close the call.

Sample answer:
Okay, Mrs. Mullins, just to have a quick recap, you have called due to the loss of signal.
We have verified that we do not have any cell site outage, so it seems to be a trou-
ble with your own phone. We’ve done basic trouble shooting by power cycling your
phone. Moving forward, if you notice that your phone is losing signal, you can turn it
off and then on again. Should there be further issues, don’t hesitate to call us again.
Just give us a ring and we’ll help you. Thanks so much.

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