2. H. Fatima Zain
Human Resource Manager
Born on October 15, 1990 in Karachi,
Pakistan. She is a graduate and having
good exposure in market. She is
enthusiastic, energetic and passionate in
her work and life.
She is career oriented lady and having
good experience in different market.
She have 4+ years of experience with
different organization and she proved
herself a strong candidate by completing
and fulfill her designated tasks and job
descriptions.
3. Contents
Be Courteous
Be Professional
Be Respectful
Be Honest
Be Trustworthy
Be Confident
Be Competent
Be Interested
Be Neutral
Be Flexible
4. Be courteous
Agents should always treat each caller with courtesy.
Ask how they prefer to be addressed, make every
attempt to pronounce their name correctly and use
this name consistently.
Talk with a smile, remain calm and speak clearly.
Wait for the person to finish speaking before
speaking.
5. Be Professional
Agents should maintain a level of professionalism
throughout the entire conversation.
They are the face of the company, so they should
have adequate training and should be monitored.
All conversations should be in line with corporate
values and goals.
6. Be Respectful
All customers should be treated with respect.
Throughout each interaction, agents should remain
calm, act rationally and treat the caller as if they
were the most valued customer.
Respect also involves understanding the caller’s
needs and making an effort to accommodate them.
7. Be Honest
Agents should always be honest with their customers
and with themselves.
Agents should never lie, guess or make up an answer.
If the customer’s problem is beyond their
competence level, the agent should politely explain
that they will transfer the customer to an employee
who can better address their needs.
8. Be Trustworthy
Building trust is essential, not only for the
interaction to progress smoothly, but also to build
positive brand awareness for the company.
Trust is based on ethical principles such as character
and competence. It requires truthfulness, honesty,
reliability, loyalty and integrity.
In order to ensure that your staff is trustworthy,
monitor for their adherence to these character traits
and the values of your company.
9. Be Confident
Confidence is critical for any productive interaction.
Ensure that your staff is well trained, well managed
and properly equipped to handle difficult situations.
This will instill confidence, interactions will be more
effective and the image of the company will be more
positive.
10. Be Competent
Agents must demonstrate a certain level of
competence to adequately address the customer’s
needs.
When the customer’s demands are too high, they
must refer them to someone with more experience
who can effectively handle their issue or concern.
11. Be Interested
Agents must take a genuine interest in the
customer’s question or concerns. This will make the
process more enjoyable for both the agent and the
caller.
Call center work can be very monotonous. Agents
should keep it fresh by taking a genuine interest in
each caller’s unique situation, asking personal
questions and attempting to make a quick
connection.
12. Be Neutral
Agents should not offer opinions or introduce their
own biases into the conversation.
They should always take a neutral stance on issues,
but empathize with the caller’s needs.
Taking a neutral stance will allow agents to more
effectively solve problems in an efficient manner.
13. Be Flexible
Agents should anticipate the unexpected and be
prepared to change course when necessary.
Sometimes pertinent information will be obtained
that can change the course of the problem solving
efforts.
Agents should always be flexible, welcome the
change and keep the customer informed of the
reasons for the change.
14. Discuss now and share your
comments!
For any query or support
you can contact us
@
fatima.zain@skylines.ae
