Advanced Call Handling Skills

Agenda:

  • What do your customers expect when they contact you? (group exercise)
  • Introduction to Customer Effort studies and CE Scores

WHAT IS RAPPORT- AND HOW TO CREATE RAPPORT ON THE PHONE

  • Responding when body language is invisible
  • Introduction to Neuro-Linguistic Programming and the VAK model

HOW HIGH IS YOUR EMOTIONAL IQ?

  • How well do you recognize emotions? (individual exercise)
  • The difference between empathy and sympathy (two short videos)

UNDERSTANDING AND RESPONDING TO YOUR CALLER’S EMOTIONS

  • A recipe to help them feel better about their interaction with you

USING POSITIVE LANGUAGE

  • How to say NO, nicely
    Re-state responses in a positive way:

    • That’s our policy
    • We’re having computer issues today
    • We never received that email
    • That’s the process: I don’t control it
    • That’s how long it takes
    • I hear what you’re saying, but… (group exercise)

PUTTING IT ALL TOGETHER

  • Using real examples from your Centre, create effective, empathetic responses (group exercise)