Face-To-Face Telephone Techniques At Staff Temps

Face To Facetelephone Techniques At Staff Tempsbackgroundstaff Temps I

Staff-Temps International, a temporary employment agency in Chicago, Illinois, has a focus on telephone customer service given that most contacts are made by phone. Employees are trained to meet high standards of customer interaction, with external quality control companies periodically auditing calls through "phantom calls" to ensure compliance with service standards. Your role as Chris Walker involves handling customer and client calls with professionalism, adherence to standards, and effective communication.

In a scenario where a customer, Aretha Washington, the human resources director for a longstanding client company, calls distressed because her temporary employee did not appear and she has been unable to reach staff. The call escalates to particularly poor customer service, with the caller becoming irritated and slamming the receiver after a confrontation. This situation highlights the importance of proper telephone etiquette and handling customer complaints effectively to maintain professional standards and customer satisfaction.

Paper For Above instruction

Effective telephone customer service is central to the operations of staffing agencies such as Staff-Temps International. The scenario involving Aretha Washington underscores both the critical importance of professional communication and the potential pitfalls when standards are not adhered to. This paper will evaluate the handling of the situation, explore best practices for telephone customer service, and consider how personal problems can influence customer interactions.

Initially, evaluating how well the call was handled reveals significant deficiencies. The employee, Chris Walker, responded with anxiety and raised his voice when addressing Aretha's concerns, which escalated the caller's frustration. The employee’s failure to adhere to basic standards—such as immediately offering assistance, maintaining composure, and demonstrating active listening—compromised the quality of service. Such responses are detrimental because they communicate a lack of professionalism, eroding customer trust and satisfaction (Morse & Weiss, 2021). Proper handling would have involved remaining calm, empathetically acknowledging the caller’s frustration, and providing a clear and concrete plan to resolve the issue (Gremler & Brown, 2020).

What could have been done differently? First, the employee should have acknowledged Aretha’s frustration, expressed understanding, and assured her that her concerns were taken seriously. Instead of raising the voice or seeming anxious, the employee could have used affirming language, such as, “I understand this is urgent, and I sincerely apologize for the inconvenience. Let me check on the status of the temp employee immediately and get back to you as soon as possible.” This approach demonstrates empathy, professionalism, and a commitment to resolving the issue (Hoffman, 2018). Additionally, the employee should have provided a specific timeframe for follow-up, which would help reassure the client and demonstrate proactive service.

Regarding whether Aretha's treatment of the employee was justified, her behavior was disproportionate to the situation. While her frustration was understandable given her stress and deadlines, her aggressive language and threats were inappropriate. Customer service guidelines advocate for maintaining professionalism regardless of caller temperament, as it reflects the organization’s standards (Ledingham & Bruning, 2020). The employee's failure to remain composed contributed to the escalation of hostility, which ultimately damages the organization’s reputation.

Personal problems or priorities can significantly impact customer service. An employee experiencing stress from personal issues, such as the automobile accident in this scenario, might find it difficult to maintain composure or respond effectively to difficult callers. Stress can impair judgment, patience, and communication skills, leading to confrontational interactions and substandard service (Mattila et al., 2019). Organizations can mitigate such effects by providing employee support, training in stress management, and emphasizing the importance of separating personal issues from professional responsibilities (Kelley & Thibaut, 2020).

Improving telephone etiquette and customer service skills warrants a structured approach. Emphasizing key standards such as answering promptly, using proper titles, active listening, and maintaining a calm tone are vital. For instance, answering within three or four rings signals availability and respect for the caller’s time (Naylor et al., 2019). Proper use of equipment—such as headsets—and environmental controls (eliminating distractions) can enhance clarity and professionalism (Kucuker & Gozukara, 2021). Moreover, understanding and applying features like call hold and call waiting responsibly ensure that customers feel valued and prioritized. It is equally important to handle escalations diplomatically, demonstrating patience and empathy rather than frustration or anger.

Training programs should include role-playing scenarios, emphasizing the use of positive language and conflict resolution techniques. Managers can reinforce these behaviors through regular feedback and coaching, fostering a culture of excellent customer service. Furthermore, organizations should develop clear protocols for handling personal issues that might affect employee performance. Encouraging open communication and providing resources such as counseling can help employees manage stress, thereby reducing the likelihood of service failures (Solomon et al., 2020).

In conclusion, the handling of the call by Chris Walker was inadequate, primarily due to a lack of composure and effective communication skills. To improve, employees must adhere to established customer service standards, demonstrating professionalism even under stress. Customer interactions should be guided by empathy, patience, and clarity to foster positive relationships and uphold the organization’s reputation. Recognizing the influence of personal issues on performance is crucial, and organizations should support their staff accordingly. The example illustrates the importance of comprehensive training, effective use of technology, and a customer-centric attitude to ensure service excellence in telephone interactions.

References

• Gremler, D. D., & Brown, S. W. (2020). Service loyalty: Economics, marketing, and management perspectives. Routledge.
• Hoffman, K. D. (2018). Customer service: Skills for success. McGraw-Hill Education.
• Kelley, S. W., & Thibaut, J. W. (2020). Organizational behavior and management. Cengage Learning.
• Kucuker, S., & Gozukara, B. (2021). The impact of employee training on customer satisfaction in call centers. Journal of Business and Management, 13(4), 45-58.
• Ledingham, J. A., & Bruning, S. D. (2020). Public relations as relationship management: A relational perspective for strategic communication. Routledge.
• Mattila, A. S., et al. (2019). Stress and customer service quality: The moderating role of employee resilience. Journal of Service Research, 22(3), 293-310.
• Morse, R. S., & Weiss, S. E. (2021). Excellence in customer service: Strategies for success. Pearson.
• Naylor, U., et al. (2019). Enhancing customer service through effective communication. Customer Service Journal, 34(2), 21-30.
• Solomon, M. R., et al. (2020). Consumer behavior: Buying, having, and being. Pearson.
• Wang, Y., & Schmitt, B. (2022). Managing customer relationships in services. Journal of Service Management, 33(1), 1-16.