Hello Weena,
Customer Care staff in the telecom industry are related to 2 areas of the business.
1. In front of customer
2. At the the back end (call center)
Couple of things that you may want to learn about the employees before creating a training module.
Q. Before leaving my work area, they tell someone where I am going and when they will return.
Q. They answer the phone on the first ring.
Q.They convey a positive attitude on each call, no matter how they feel.
Q. They use the caller’s name in the conversation.
Q.They talk directly into the receiver, speaking clearly and distinctly.
Q. Before placing a caller on hold, they ask if he/she is able to hold.
Q.They give my undivided attention to each caller.
Q. They apologize sincerely when callers have been inconvenienced.
Q.They use courtesy words such as “please” and “thank you.”
Q.They prepare myself before making a call.
Q.They pace the rate of my speaking to the rate of the caller.
Q.They visualize the people I am speaking to, their surroundings and their pressures.
Q.They avoid telephone tag by determining the best time for callbacks.
Q.They convey enthusiasm and energy in my tone of voice.
Q.When taking messages, they note important information and repeat it to the caller.
Q.They handle angry callers with confidence and competence.
Q.After dealing with an angry customer, they refrain from telling my co-workers about it.
Q.They listen to the customer and check for understanding before making a decision.
Q.They follow up on promises and requests within the promised time frame.
Q.They control conversations even when speaking with nonstop or indecisive callers.
If you put these statements on a rating scale, you will be able to identify the issue and develop the appropriate training module.
Regards,
The Training Specialist