Blog Sikorski’s Think Abouts – Voice Channel: Power talk for results – Back to telephone basics #6

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Here is the 6th of my series on “Back to Telephone Basics” to share with your staff.

Use your personality . . .

  • Move forward in your chair
  • Your voice will sound more animated, natural and interesting

Seek a rapport with your caller . . .

  • Listen for speech patterns
  • Use similar words

Use positive and direct language . . .

  • Don’t say – “I will try to call you later this week”
  • Instead say – “I will call you Monday morning at 11:30”
  • Don’t say – “We cannot get that to you until Friday”
  • Instead say – I can confirm a Friday afternoon delivery between 2 and 3pm”

Be concise . . .

  • Respect the caller’s time and your own
  • Be ready to take the call
  • Stay focused

This week’s question for your employees – What do you wish you could do for our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant



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