It’s important to know the guidelines for making phone calls. Telephones should only be used for interacting and assisting the customer unless it is a severe emergency. Taking advantage of telephone use can distract you from what you need to get done.It is important to answer the phone in a quick fashion. For instance, some customers might lose their patience, and will end the call if you take too long to assist them. Therefore, it is important to answer the phone as soon as possible. For example, when I called my health insurance company, I was on hold for more than fifteen minutes before I had to end the call, because I didn’t have the time to wait for an answer.Always remember to answer the phone in a professional manner. Before answering
Without following those orders the customer won’t know who to contact if the phone call becomes disrupted. It is also important to state the name of the organization because some people might have dialed the incorrect number or extension. The customer will become offended and upset if you don’t answer the phone in a welcoming professional manner. It is important to always answer the phone with a polite tone of voice so that the customer won’t become even more frustrated with the organizations services. Taking calls unprofessionally can lead to the company losing customers, and can also cause the business to plummet when word of mouth gets around from negative reviews. It is important to understand the tiers that are responsible for handling calls that don’t relate to your trained services. If you don’t know who to transfer the call to, you might transfer the customer to the incorrect line. This will result in bad customer service. It’s crucial that you take messages and report them as quickly as possible. You should also follow up on the customer in a timely fashion. The customer will become frustrated if you don’t follow up on their requests. When recording an electronic message you should
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
"Get me the police". Prior to the rotary dial many people all over the country had to wait for operator assistance when placing a phone call. Creating an emergency number was a sufficient way of connecting to an emergency personnel’s. Before the emergency number was established the caller dependency for an emergency contact was the operator. The caller would have to wait for assistance and then tell the operator the number of whom they wish to be connected to. In case of emergency the caller could simply reply with the emergency service name and get help. In 1967, the President's Commission on Law Enforcement and Administration of Justice suggested that a "particular number be established" generally for exposure of emergency situations. As a result of the colossal attention in this concern the President's Commission on Civil Disorders turned to the Federal Communications Commission (FCC) for a clarification. In November of 1967 FCC met with the American Telephone and Telegraph Company (AT&T) to find a way of establishing a universal emergency number that may possibly be implemented promptly. Later congress passed a law identifying 9-1-1 to be the standard emergency contact number for the United States of America. By the end of the 20th century nearly 93% of the U.S was covered with some type of 9-1-1 service. So, whenever there are an emergency occurring citizen’ young and old have access to the universal emergency number. This is a telephone number to be used for immediate access to help and assistance when an accident or serious problem occurs. Children can be taught to dial 9-1-1 when life and/or property are in immediate danger. In addition to, being in danger it defeats the purpose of having an emergency number.
When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
Alternatively if a call were to come in via text message, dispatchers would have to read the incoming text message, respond by text message, and then compile a report relaying the needed information to the responders. Plus, as Bleiberg and West (2014) mentioned, the call taking process is slower, sometimes there are critical questions that require urgent answers, but with text messaging there is a delay in the response compared to a live voice phone call. Once pictures and videos come into play there will be even more responsibility in getting those images out to the responders while still filling out the report and talking or texting with the caller. The new technology adds more layers that dispatchers will have to adapt and adjust to. In order to help with this concern, we would ask for public education with an emphasis on the importance of using voice calls whenever possible and text, picture, or video only in those extremely rare instances when those forms of communication are only
First of all, there are times when a person is driving and an important matter may require their attention. However, that does not constitute the use of a cell phone while driving. It is much safer and easier to just pull the vehicle to the side of the roadway or a nearby parking lot and then answer
Sometimes the volunteers do not know all that answers to questions that are presented to them. In these cases, they will provide numbers of hotlines that can be called to insure that the person seeking the information receives the proper and accurate answers to the questions that they need answered.
In 2010, there was an estimated 5.3 billion cell phone users in the world. With that many people using this technology, people began to weigh the risks and benefits. While there are many advantages of owning and using a cell phone, there are also many disadvantages.
Ring! Ring! Hello. Every second billions of cell phones calls occur across the globe. Cell phones have made it so that humans can communicate with each other at ease. Since the telephone’s invention in 1876, it has made human communication easier and added to the convenience of life. Being able to talk to a person that is hundreds, or even thousands of miles away has enhanced our forms of communication. However, when the invention of the first telephone came about, it was only for the elite and required enormous and heavy equipment in order for it to be operable, thus many did not own one. Telephones became major in the 1900s; and eventually a new innovation, the cellular phone, came about in 1973, but still a handful of people did not rely on them, or care for them. The first cell phone was of considerable size and was not available for everyone until around 1992. There are close to 6.8 billion cell phone subscriptions currently and most phones are considered smart phones, cell phones that integrate email, internet, and apps on a touch screen handheld device. The volume of subscriptions of phones are rapidly growing. With the
Besides this the external noise and divided attention can offer hindrance in the active communication. For this purpose I separate myself from all of my surrounding while I am communication with the customers to make the communication exemplary and effective. when I am on calls with the customers, I prefer no one interrupt me during my communication and when some does I simply ask them to wait and in case it cannot wait I put the customers on a short hold for a couple of seconds and never try to communicate with two separate parties at a
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
It is impossible to deny that cell phones have become increasingly important in the business world of today. They are a great way to keep in touch and be reminded of daily events. Still, it is necessary to remember that they have their time and place. Your life is not the only one at stake when you get behind the wheel and common courtesy should still remain a highly regarded value. Maybe it is because cell phones have interfered with the need to exercise our memory, but we seem to have forgotten it was once possible to survive without them.
A customer services telephone number is given on the ‘contact page’ too, so if someone wishes to talk to the business using that particular method, they can find out how through the website.
Finally, follow up with the customer. Business and companies have an opportunity to make sure that the customers needs or issues were met and resolved. You can follow up with your customer by phone, email or even a letter to make sure that the issue or solution was solved to their satisfaction. If it wasn’t solved or resolved at that time that you will continue to find a workable solution and keep them informed. Sometimes going above and beyond will exceed the customers expectations and they will become loyal customers as well as customers that will share creating new customers.
There are more cell phones than residents in Britain (computerweekly.com, 2007). The first cell phone was invented by Dr. Martin Cooper and John F Mitchell in 1973 (Wikipedia.com, 2014). Cell phone use has escalated over the years. Not only does cell phone usage affect the character traits of a person and their ability to hold regular, face to face conversations, it also affects a person’s ability to have healthy, stable relationships.
A mobile phone is a telephone that can make and receive calls over a radio