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Etiquette for Customer Service on the Phone

Jan 20, 2008
Technology has made it possible for customers to come in touch directly with customer service officers. Phone lines, email, fax and other forms of communication have been developing in the past few years and are now being utilized by companies all over the world in providing effective customer service.

In the Philippines, contact center agents are becoming a new breed of professionals delivering cutting edge service to customers from all over the world. This has been made possible because a number of companies have been outsourcing their customer service to the Philippines in recognition of the numerous benefits that such a move offers.

Etiquette in delivering customer service over the phone is one of the strong points of contact centers in the Philippines. Due to a culture of hospitality, etiquette on the phone comes as second nature for most Filipinos. They want to help the customers with everything that they have until the problem has been resolved or the issue has been put to rest. Dealing with irate and impossible customers is a reality that most contact center agents have to put up with. How easy and gratifying would it be to shout back to a shouting customer on the phone? Or how easy would it be to sabotage a very difficult client? Yet, these are not being done, obviously for legal reasons. But contact center agents in the Philippines go the extra mile and exhibit the utmost patience toward such customers.

Customer service is in the first place about the company helping out the customer with their questions, problems, and complaints. Yet, with a society that seems bent on perpetuating a dog-eat-dog world, etiquette on the phone is a welcome development. Its not that customer service officers have no choice. Rather, contact center agents in the Philippines are aware of their commitment to their clients in ensuring that customers do have a pleasant experience in contacting the company.

Phone Etiquette: Taking it to the Next Level

Contact center agents, even though they are already courteous and patient on the phone, need to learn additional tips and techniques in dealing with impossible customers. After all, there might be a tendency for customers to insist on what they want to happen even if such requests were not in the policy. In some cases, some demands are plain ludicrous and crazy.

Phone officers, therefore, need to strike the balance between etiquette and protecting the interests of the company. After all, etiquette on the phone is a two-way street. Nonetheless, the burden of ensuring that etiquette is observed falls on the shoulders of the contact center agents. As such, contact centers in the Philippines are doing their way in training their agents in the proper way of dealing with such situations.

Customer service on the phone need not be a nightmare. Given proper training and adequate knowledge and skills, the contact center agents shall be able to deal with the most challenging situations on the phone. When excellent etiquette is observed on the phone, the company and the customers benefit mutually.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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