Choosing Your Mood

It's Your Call Working on the telephone, selling things or advising or just taking calls from people...is extremely hazardous to your health and wellbeing. Seriously it is. But you can also be very hazardous to your customers or people we talk to purely by the mood we bring into work with us. Picture this.  Brian has had a terrible night - he had an argument with his partner, and his middle son was very poorly during the night and was up and down like a yo-yo causing poor Brian to…

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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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