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Comm Appendix Rough Draft

This document provides training content and tips for telephone customer service representatives. It includes guidelines such as avoiding eating or using mobile devices during calls, keeping a notepad handy, speaking slowly and clearly for understanding, actively listening to customers, and staying calm and polite even when customers are upset. The goal is to handle calls professionally and resolve issues respectfully.

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seeratnagpal2003
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20 views3 pages

Comm Appendix Rough Draft

This document provides training content and tips for telephone customer service representatives. It includes guidelines such as avoiding eating or using mobile devices during calls, keeping a notepad handy, speaking slowly and clearly for understanding, actively listening to customers, and staying calm and polite even when customers are upset. The goal is to handle calls professionally and resolve issues respectfully.

Uploaded by

seeratnagpal2003
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Training content: Rude Behavior

1. Avoid Eating
2. Keep message pad handy
3. Refrain from Using Mobile Devices
4. Avoid saying “I don’t know”

Avoid Eating & Chewing Gum


You can’t create a great impression when their mouth is full of food. If
you are eating food or chewing gum, your caller won’t be able to hear
you clearly, this may create misunderstandings and wrong interpretation
of information asked by the customers. A good practice is to place food
and gum away from the working area.

Keep a Message Pad Handy


Working in a telephone company, it’s important to have the proper message
pad handy. This message pad can indicate what information you should be
collecting when they take messages. Having basic information right in front of
you improves call efficiency and accuracy. When you use callers name in a
conversation, it creates a friendly approach.

Refrain from Using Mobile Devices


While working one have a lot of distractions throughout the day, a mobile
device adds up to it, once engaged to social media take a lot of potential
working hours. Like keeping food away from the area, mobile devices
should be put away. One should only call family or use any other app only in
the break time.

Avoid Saying “I don’t know”


When you receive multiple call in a day there is a chance that you will be asked
questions that you might not know or would be confusing to answer. In that case,
one should contact to the manager or let the customer know in what manner you
can help by using different slangs “let me check on that”, “I am unsure” etc.
Being polite and using pleasantries help to be more presentable. Encourage
yourself to always use “thank you,” “please may I,” and “have a nice day.” When
one uses these polite sentences, it creates a better relationship with customers.
SPEAK MORE SLOWLY
It is very important for all the customer to understand the
information irrespective to their language, as many of the
customers belongs to different nationality so they just find it
difficult. Speaking slowly, makes it more comfortable for the
customers. This way your words have more weight and power, try
to use as simple words as possible because less is; more in
communication. This will also benefit you as it makes you relaxed,
confident, and knowledgeable.

Be considerate to customers problems


if a customer comes with a problem, that means they want it to be here.
We all have bad days and you never know what’s going on with the
other person, so it is advised to actively listen, do not assume that you
know what the customer wants. When frustrated people can have
difficulty expressing their concerns or what they need from you.
Allowing your customer to talk will give them time to calm down, you
can resolve an issue just by listening to your customers.

How ethics helps or destroys a company


HELPS DESTROYS
Customer loyalty Losing customers
Long lasting impression Difficult to compete in the industry
Word of travels Creating conflicts

Employee checklist:

 Keep a calm, empathetic tone – speak quietly and slowly. Apologize for the mistake or problem
and offer to fix it.
 Don’t go on the defensive, don’t argue – stay calm and professional to try to de-escalate the
incident.
 Call manager for help if you can’t resolve the situation.
 Never shout on the phone. Always be soft and polite. Avoid using abusive or foul language
10 Receptionist Tips and Tricks: How to Train a Successful Receptionist (frontofficestaffreno.com)
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