Professional Workplace Conduct: Customer Service & Communication

Posted on Jan 4, 2025 in Medicine & Health

Professional Workplace Conduct

This document covers various aspects of professional conduct, including personal appearance, language, and workplace environment, all crucial for effective customer service.

A. Personal Presentation

Adhere to general rules of hygiene and maintain a professional appearance as recommended by the organization.

B. Use of Formal Language

Employ appropriate language in professional settings. This includes:

• Standard cultured supraformal
• Formal linguistic purism
• Informal linguistic purism
• Standard formal uneducated
• Standard informal uneducated

Conditions for Formal Expression

Ensure your communication is:

1. Clarity
2. Correct
3. Accurate
4. Natural
5. Rhythmic

C. Workplace Environment

The workspace, especially areas for public interaction, must be conducive to a positive experience for both customers and staff. Key aspects include:

1. Cleanliness: Maintain a clean workspace to reflect the company’s standards.
2. Order: Keep the workspace organized to demonstrate care and dedication.
3. Materials: Ensure all necessary materials are available and in good condition.
4. Atmosphere: Create a pleasant environment, avoiding excessive decorations.

Responding to Customers

When interacting with customers, maintain a positive mental attitude and consider the following:

Positive Mental Attitude

A positive attitude is constructive, problem-solving, and optimistic. It involves perseverance and determination in the face of challenges. Interest and enthusiasm are key characteristics.

Basic Premises

• Face situations and problems favorably.
• Companies are a reflection of the people who work in them.
• Company results reflect the performance of its people.

Classes of Attitude

There are three areas of attitude development:

• Attitude Towards Others: Treat customers with courtesy and understanding. Do not transfer personal stress to customers.
• Attitude Towards the Message: Focus on the product or service being offered or requested.
• Attitude Towards Oneself: Maintain a winning mentality and a high self-esteem.

Customer Needs

Understanding customer needs is crucial. Maslow’s hierarchy of needs provides a useful framework:

Customer Sensory Rating

Customers perceive the world through their senses. Understanding these preferences can improve communication:

The Visual Client

Visual clients focus on images and visual cues. Use graphics, photos, and documents. Use phrases like: I do not see, At first glance, show me.

The Auditory Client

Auditory clients focus on what they hear. Use a pleasant voice and choose words carefully. Use phrases like: I’ve heard, tell me.

Telephone Communication

Effective telephone communication is essential. While it offers speed and efficiency, it lacks visual cues.

Qualities for Answering the Phone

• Attention: Listen attentively and emphasize words.
• Sympathy: Use a pleasant, friendly, and jovial tone.
• Clarity: Speak clearly with correct pronunciation and diction.

How to Answer the Phone

1. Answer calls quickly.
2. Arrange for someone to take calls when you are away.
3. Keep a pencil and paper handy.
4. Handle the phone gently.
5. Listen carefully and avoid interrupting.
6. Do not talk with objects in your mouth.
7. Do not yell.
8. If you ask someone to wait, thank them upon return.
9. Use monosyllables to show you are listening.
10. Plan your conversation before calling.
11. Say goodbye and hang up gently.

Special Suggestions for Phone Efficiency

• Never keep a caller waiting while you get information.
• Identify yourself when making a business call.
• Take notes for absent colleagues and pass them on.
• Space out calls when using a shared line.
• Avoid disputes over call priority.
• Ensure your boss is ready before connecting a call.
• Avoid personal conversations during work hours.
• Ask if it is a convenient time before a long conversation.
• Wait for the phone to ring six or seven times before hanging up.

Handling Calls for the Boss

• Concerted Call: Pass it immediately.
• Unplanned Call: Check if the secretary can attend, or if urgent, check if the boss can answer.
• Boss is Busy: Suggest leaving a message or returning the call.
• Boss in Another Department: Check urgency and importance.
• Boss Out of Office: Never disclose location, inform about return time, and take a message.
• Caller Refuses to Identify: Do not pass the call, consult with the boss if they insist.

Personal Calls and Work

Avoid personal calls during work hours. Use the following recommendations:

• Do not give the work number to friends.
• Use the work number for urgent matters only.
• Answer personal calls with formality.
• Keep personal calls brief.
• Make personal calls during breaks.
• Do not make long-distance personal calls from the office.
• Do not lend your phone to others.

Remember: The phone in the workplace is a work tool!

Work Calls

When answering work calls:

• Greet and give the company name.
• Check the caller’s identity.
• Call them by name.
• Check the reason for the call.
• Maintain close communication.
• Filter calls for the boss.
• Do not give confidential information.
• Resolve issues within your competence.

Don’ts

• Lose control.
• Change your tone of voice.
• Leave customers on hold for too long.
• Comment out loud without covering the speaker.
• Hang up without saying goodbye.
• Make personal calls during office hours.
• Provide confidential information.

Operating the Phone for the Public

When in the contact zone, remember:

1. You are being evaluated.
2. Be brief and kind.
3. Demonstrate confidence and mastery.
4. Avoid overly familiar internal calls.
5. Do not grimace or show disgust.
6. Do not comment on previous callers.
7. Avoid personal conversations with the public.
8. Do not appear inactive.

How to Answer Multiple Calls at Once

1. Stay calm and gentle.
2. Answer all calls.
3. Listen carefully and answer efficiently.
4. Do not let the phone ring too long.
5. Apologize and ask callers to wait.
6. Avoid putting the same person on hold twice.
7. Be brief and avoid multiple disruptions.
8. Keep pen and paper handy.
9. Have all necessary information ready.

How to Answer the Phone While Attending to Someone Else

1. Ask the customer to wait a minute.
2. Be brief when answering the phone.
3. Stay calm and kind.
4. Apologize and attend to the call.
5. Do not try to serve a customer and answer the phone simultaneously.
6. Do not complain about the company or your work.
7. Ask for clarification and provide good service.

Dealing with Anonymous Calls

Anonymous calls are a regrettable practice. Be aware that:

1. They expect a reaction. Break the pattern.
2. Do not lose control.
3. Do not engage in conversation.
4. Think fast.
5. Do not take it personally.
6. React as if it were a normal call, say nothing, or act as if you cannot hear them.

Handling Complaints

To Avoid:

• Getting angry
• Discussing
• Being pedantic
• Being sarcastic
• Leaving the customer feeling impossible

We Suggest:

• Knowing the answer
• Explaining properly
• Speaking clearly
• Pausing
• Appearing to agree

Ancillary Techniques to Improve Objections

When faced with objections:

1. Ask questions to help the person see the problem from another perspective.
2. Try to turn the objection into a benefit.
3. Refute objections with facts and statistics.
4. Accept the objection if the customer is right and promise to improve.
5. Suggest solutions to help the customer reach their own conclusions.

How to Deal with Complaints

1. Thank the customer for bringing the issue to your attention.
2. Express regret for the inconvenience.
3. Gather all information.
4. Never interrupt or argue.
5. Tell the customer what you intend to do and ask if they agree.

How to Prepare Responses

1. Make a list of common objections and complaints.
2. Add to the list as new issues arise.
3. Write solutions and answers for each.
4. Learn the final conclusions.

How to Prevent Complaints

When a customer has waited a long time, acknowledge their wait and express understanding. For example: “I regret that you had to wait that long. I imagine how it feels. You can see that it has been a particularly busy day.” This can help diffuse tension and prevent a complaint.