Call Center Job Tips

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Based on a work at www.callcenterjobtips.com.

Netiquette is the etiquette that one needs to observe when communicating in the net, whether through texts or postings. As customer service agent, you have to make a good impression whether in call or in writing as well. You will not only deal with customers on the phone but with emails and chat as well. And even the customers do not get to see or hear you online, they can still sense in one way the quality of your service so master these basic netiquette tips.

 

Taken from a “Netiquette” handout.

 

1.    Do not type in all caps. Typing in all caps is considered yelling or screaming online. Those who type in caps are perceived as lazy and not being considerate of those who will have to read their email. Various studies on the topic reflect that it is more difficult and takes longer to read text that is typed in all caps.

 

2.    Do not leave the Subject: field blank. Always fill in the Subject: field with a brief and concise description of the content of the email. This is very important in helping those you communicate with organize and manage their email. Avoid using all caps or all small cases, terms such as Hi, Help or Please Respond, or the recipients name’s in the Subject: field as you may be misidentified as a spammer and your email deleted.

 

3.    On those rare occasions where it is necessary to send a group of people the very same email, as a courtesy to those you are sending to, please list all of the recipients email addresses in the BBC field (Blind Carbon Copy).

 

4.    Do not forward any dumb joke, chain letter or unimportant emails without the recipient’s permission.

 

5.    Never give out phone numbers or personal information without confirming who you are communicating with.

 

6.    If you receive a nasty email, do not respond immediately.

 

7.    Keep in mind that all company email is considered to be copywrited by the original author.

 

8.    Always minimize, compress, or “zip” large files before sending. Large documents, graphics, or photo files can fill a receiver’s mailbox, causing other mails to bounce.

 

9.    Do not forward warnings, which are generally hoaxes. Ignore those forwarded messages that instruct you to delete files in your computer to avoid misleading the receiver of the email.