In the past 10 years, I've worked in the security industry as a Contact centre operator, a Dispatcher, Incident Manager and Shift Manager which assisted me to know how to give good customer service to clients and non - clients which consisted answering telephone calls, verifying information and Routing calls to relevant departments. As an incident Manager, my duties consist of complains management and general investigation. Loading of all incidents and clients complaints. Regarding the client's complaint. The client needs to be contacted to obtain the correct details after an investigation needs to be conducted Operations and Area Managers must be notified. My job title requires teamwork in order for the daily duties to be executed correctly. Telephone Etiquette plays an important role in dealing with clients which consist of : Crucial Telephone Skills, Handling telephone complains, Answering the telephone in a professional manner, Determining of facts and repeating of all facts back to the client so that both parties will be on the same page.
