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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A Unique Way of Pausing More

This Friday I'm finally having my 2 dental implants put in after treatment stretching back to 2007. It almost happened a week ago except Mike, my dentist, decided the teeth weren't quite right and sent them back for a final adjustment. So for the last week I've been wearing a plate otherwise known as false teeth.  Now to spare you the grizzly detail and my blushes, wearing a plate is not easy.  You simply can't speak for long sentences, as you have to stop, suck in and create a vacuum…

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