For every new employee, the need to guide them on their new job is vital. As such, understanding that their work as Telephone and telephonic communications agents isn’t limited to only these gadgets but can include many different types of equipment and connecting platforms. It should be at the back of their minds that in the absence of visual cues, their voice and the voice of our customers become the essential medium of communication.they need to understand the proper rate of speed and volume to converse with a customer, with a tone that conveys commitment and competency. Some things the employee should know may include but not limited to the following points
Ask for permission from customers before placing them on hold, initiating a
transfer, and connecting them with a new service representative. Introduce them
to the new contact, and inform them that you have explained their problem to the
Be sure to thank your customers for their patience, apologize for any delays, and
assure them that a solution to their problem is on its way.
The employee should know that team formation phases include FORMING, STORMING AND NORMING.
A common vision requires strong leadership providing a direction for the organization
and your team to follow—a guiding principle or a mission statement. Before cohesion can be achieved in a team, there must be clearly defined duties, interim mileposts, and
expected end goals. Remembering the strength of the group does not necessarily come from the similarities of a single member of a team, but the combined contribution of each member’s differences. For the full benefits of team dynamics, creativity and differing opinions are not only valuable, but also essential. An employee should always carry in his or her mind that
A diversity of skills and perspectives among team members helps create a
A standard process in team development includes forming, storming, and
If you can work for the best interests of the team, and help to resolve team
problems and conflicts, you may be recognized and rewarded for your efforts
if an employee understands that he or she can be most effective as a customer service provider by maintaining an objective detachment, but by also remaining focused, alert, understanding, caring, unemotional, and—most of all—patient, it will serve as a guide when on the job. Effective workers need to collaborate with their employers to ensure they take the proper steps for time management and productivity. Sufficient rest periods every 90 minutes can keep workers at maximum efficiency. Workers should beware of allowing negative emotions at the job place to affect their well-being. Creating time for relaxation and other activities can help a person rejuvenate and keep a healthy perspective on work and life.
These outlined issues will in no small measure keep an employee on track and provides a reminder each time he or she is going outside the radar.