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Visible queue: When callers know how long the queue that they just
entered is, and how fast it is moving (e.g., they hear a system
announcement that relays the expected wait time). See Invisible
Queue.

Using the following suggested checklist of skills and language
vocabulary make up a dialogue about problem-solving on the
telephone.

LANGUAGE CHECKLIST SKILLS CHECKLIST
Stating reason for the call If you receive a complaint
I’m calling about ….. .  consider your company’s
Unfortunately, there’s a problem reputation
with …. .  express surprise
I’m calling to complain about ….  ask for details
Explaining the problem  suggest action
There seems to be … .  promise to investigate
We haven’t received …. .  make reasonable suggestions,
The …. doesn’t work. offers to help
The quality of the work is below
standard. Consider your customer and:

The specifications are not in  show polite understanding
accordance with our order.  use active listening
 reassure customer
Referring to previous problems
It’s not the first time we’ve had If you make a complaint:
this problem.  prepare for the call
This is the (third) time this has  be sure of the facts
happened.  have documentation available
Three months ago ….. .  decide what you require to
We had a meeting about this and resolve the problem – at least
you assured us that …. . partially – or completely

Threatening Who is to blame?
If the problem is not resolved …. Who is responsible?
 we’ll have to reconsider our Are you talking to the right
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