ISSN: 1204-5357

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Ethical Communication in A Retail Banking Call Center Sales Position

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The communication problem call center salespersons in retail banking are facing does not understand what ethical communication is or why it is important. Without this knowledge, they do not have the ability to use ethics when selling products to customers such as a home equity line of credit. This is a detailed product and requires the salesperson to have specific knowledge and skills to properly sell it. These skills include the ability to provide quality customer service, correctly use empathy to build long term relationships with management and customers alike, the ability to adapt and cooperate with change to policies, procedures, and possible changes in their current role, and most importantly the ability to use ethics when making decisions. In other words, for a call center salesperson to be successful they must understand how to ethically communicate while providing a specific sale or service to a customer. The best way to achieve this is through education and training.

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