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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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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3 Tips to Partner Gatekeepers

The Phonetic Alphabet I recall my children learning the phonetic alphabet at school and I remember reading stories to my daughter all about Annie Apple and Naughty Nick and his lost nails. Great fun and a useful tip when getting people's names from the gatekeeper is to write the difficult ones down phonetically rather than literally. Type this into your CRM system so when you get to talk to them, you're able to say their name perfectly. Spell it as it is said, is the key. A short tip that'll…

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