Signposting on the Phone

Signpost at the Beginning of the Call This month I've been doing tons of coaching with call centre people who take calls from the public about their insurance policies. Some of the callers are really good and some not so, naturally.  They all vary in their skills.  But one thing that the good ones all do is signpost the beginning of the call. The importance of signposting whether you are phoning out on a sales call or taking incoming calls, hit me when I got to listen to one call…

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Think Modern Customer, Think Teenager

Do you remember being a teenager?  I do. Read on and I'll explain how modern customers and teenagers are spookily alike. As a teenager, I remember having the whole world in front of me, being so full of choices and options, always having to make decisions and never stopping still. Always going out and meeting people, only doing what I wanted to do and realising that the world owed me a living. And more than anything else, I didn't need my parents, or thought I didn't, I thought I was…

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5 Vocal Cosmetic Secrets

Verbal Ticks "Uh", "hurs", "right", "yea" or other verbal ticks can be really bothersome.  Here's a simple way to see if you have them or not. Next time you're chatting to friends, casually place your cupped hands over your ears.  Keep talking naturally and you'll soon see if you use them more than you should. The trick is to train yourself to pause instead, or take a breath.  Try and learn to live with the odd second or two of silence. Breathe Like a Singer This will allow you to…

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