Unit 6 Customer Service Discussion Board information communicating through body language

In hiring any receptionist or customer service

Info icon This preview shows pages 3–6. Sign up to view the full content.

View Full Document Right Arrow Icon
In hiring any receptionist or customer service representative, the phone skills I would look for would include: 1. A customer service representative often works without direct supervision and is expected to accomplish tasks without constant delegation. For this reason your receptionists must be skilled in managing their time at work effectively. 2. Given the high frequency of interaction with others, receptionists must have great interpersonal skills that make visitors feel like they are welcome guests to your organization. 3. Customer Service Representatives have to live to serve the customer. This can be a customer of the traditional sort visiting your office for an appointment, or it could be an internal customer from another department. Whatever the case may be, customer service is at the core of this position.
Image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
4. Proper Tone - Always answer with a polite sounding voice and not one that sounds like you are mad at the world or one that sounds like they could really care less about what you are needing. 5. Smile in your voice - Let your customer feel that you are smiling when speaking. 6. Empathy- The ability to understand and share the feelings of another. 7. Excellent Listening Skills- Be sure to pay attention to what the customer is asking and what type of information you are to give back. 8. Proper Pronunciation (No Slang) - Always speak proper using correct verbiage 9. Being Able to Handle Constant Monitoring- You could have multi phone lines that will need to be answered so you will need to able to multi task. 10. Great Communication Skills- able to keep cool when others are angry, able to think on your feet and resolve issues quickly to go on to the next call. 11. Knowledgeable about the Business- know what type of questions you will be asked about. If you do not know the answer, be able to direct them to the proper department. 12. Having a Positive Attitude- Answer the phone just as cheerful as you can be. When they feel the attitude that you have is very strong and positive, the customer will feed off that and you will satisfy with ease 13. Being Courteous 14. Clear language speaking ability- Knowing what words means and know the proper verbiage to use. 15. Someone who may be multilingual – All companies in this day and time can you anyone that can speak Spanish. 16. The use of multi phone lines-multi-tasking- There could many calls coming at one time and you have to answer and ask to please hold, I will be with your shortly. 17. Competencies -Competencies are sets of measurable skills, knowledge, behaviors, and personal attributes critical to successful performance. Employees must have the right competencies in order to complete a job satisfactorily. Organizational leaders must pay close attention to this factor in the performance equation. They should carefully
Image of page 4
determine which competencies are important to achieving the results set out in strategic and performance plans so that they can hire the best people for the job, make effective
Image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 6
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern