I am looking for a Telephone Ethics for a Service company of Mobile phones.

EX. How to answer a call, How to end a call, How to handle Irate customers ,what to avoid, etc.

Thanks for your prompt respones.

lovelesspa

The best way to answer any customer service related calls, is to say "Good Morning SS Phones, how can I help you"? The customer will then tell you his request, ask them for their name and respond using it, Mr. stone, this is.....Trish yes, I know how this can be solved..... Ending the calls should go something like.... Well I hope that helps Mr. Stone, can I help you with anything else? ( they respond), no, thanks for your help. And the ending should go Mr. Stone have a nice day...... Now irate customers are a different story, new scene: They are totally upset, and yelling, you need to respond like this: Talk in a smooth clear voice, never raise your voice, infact if you lower it just a bit they will sometimes be taken aback, cause now they are forced to "listen" ... to hear you!!! Be completely understanding to their plight, even if their wrong, (remember the customer is always right, even when their not!!!) If things get totally out of control, assure them that you will look into their problem and request their phone number to "get back to them", if this goes well, it will at least give you a minute or two to"Regroup your composure and then call them back, with a viable solution, if you can't solve their problem, assure them that you will direct them to a source that can, like a supervisor, manager. This should help you abit, good luck, customer service is a hard job!!!!

lacuran8626

I think what you want are telephone etiquette rules and guidelines (manners) moreso than ethics (moral standards). Changing your terminology might help you get better answers.

Your company should provide this information and training to you. If it sounds nasty and inappropriate, it probably is and you may want to go work somewhere else.

janica_cadaiza

Mention Some Phone Ethics

nanajo1

are you looking for the proper ettiquete used when answering phones, or are you looking for ideas to use when running a telephone company? try to clarify this for me and maybe i can help you

lacuran8626

I will assume you mean etiquette. The same manners apply on the phone as in person. Do not presume to use the person's first name because you have not been told you may. Use Mr. or Mrs. If you do not know the correct pronunciation, ask, "can you please tell me how to pronounce your last name?"

Stick to facts, do not interupt and listen to what the customer is saying or asking you completely before you jump in and cut them off. It is very annoying as a customer when a customer service rep interupts a question and then provides repetitive information that is neither relevant to the customer's question, nor is something they want to hear because they've already heard it and understood it before.

Do not keep the customer on the phone needlessly once the business is done with efforts to be overly solicitous. I just talked to Comcast, for example. The woman asked if there was anything more I needed, and I said, "No, thank you - that will be all. Goodbye". She then jumped in to try to give me some 800 number I didn't want or need, to repeat her name in case I want to call back and so on and so on. The matter was resolved so let me off the phone already!

Be aware that if your customer is talking to you they probably have an issue - service isn't working, have to make a return/schedule a repair, disconnect, or are late in paying or disputing a bill. Keep it short, relevant, to the point and don't use words you cannot pronounce of of which you do not know the meaning. You don't have to know fancy words - just use words you know. Don't know the word etiquette? Use "manners".

Good luck in your new job. It bodes well for your success that you asked this question.

igmirza

I am looking for a Telephone Ethics for my telephone operators

bhelle

im just asking what are the telephone ethics