Here is an example of a call where active listening skills are used and a course of action is agreed. Read the dialogue and choose the right word to complete the sentences:
A: Good morning, John Sharp isspeakingI am.B: John, hello. Tony Mills from Mega deals here. I’ve got a problem with that last orderphonecalltime…A: A problem, did you say?B: Yes, well the order was completecompeteincomplete. We ordered 600 but when we checked the deliveryconsignmentpack, it was obvious that we hadn’t got them all.A: So how many were you shortoutlong?B: Well, they came in boxes of 50 and we only had 8 boxes so we’re missing 200. The thing is, it wouldn’t normally be a hassle problemparcel but you see…A: When do you need the relaxrestremainder?B: By Monday; we must have them by Monday.A: Immediately after the weekend, you say?B: Well, we could just stretch extandstress to Tuesday but no later because…A: Okay, haveleavelive it with me. I’ll get on to dispatch and make sure you get another 200 by Tuesday at the latest.B: Thank you, I’ll call you back if there’s a furtherfarthermore problem.
