Customer Service telephone ethics

See response on duplicate post here.

The nature of the company will determine the specifics during the phone greeting.

"State Name of Company; my name is ?; How may I help you?"

If a general operator answers, she may conclude with "How may I direct your call?"

The resolution of the call may include "Thanks for calling state name of company", ensure that the customer is satisfied, "Have I helped you sufficiently today", it is important that the customer need is met, or "Is there anything further, I can help you with"

Things to avoid, incompetence...ensure that the staff is adequately trained on the product/service...nothing can be more frustrating for a customer than to encounter incompetence. The CSR rep must be personable and not wear their emotions on their sleeves...sometimes customers call in angry...due to the service/product or something totally unrelated, your CSR must not take it personally. Honesty and integrity is vital, avoid misrepresentation of product or service.

Things to avoid, assumptions...ensure that the staff, listens to the customer, it is essential to know what is being asked or requested of the customer, this may entail redirect...some customers volunteer information that is not needed, warranted, or required; therefore, the staff must know how to inquire "What is it that I can do", have the customer clearly define their seek and keep them focused on the matter at hand.

Things to avoid, hype and no delivery...ensure that the staff, follow-up on loose ends...do not permit the passing of the buck. Equip the staff to resolve issues, at hand. If inter-departmental/intra-departmental...a checks and balance will need to be established.

Stress with the utmost importance...Rapport...ensure that the staff upholds harmony, a smile can be felt, it is vital to remember that a human awaits at the opposite end of the line not a statistic, number, but a human life.

Hello,
I am looking for telephone etchics for a receptionist department.
Ex: How to answer the phone, How to ask questions, How to end a call, to transfer calls, What to avoid...
If you can help me I will really appreciate

Thanks for your help

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