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Developing Inbound & Outbound Telephone Skills

Developing Inbound & Outbound Telephone Skills
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  • 0:04 Telephone Etiquette
  • 0:56 Training Representatives
  • 1:30 Empathy and Personable
  • 2:45 Sincerity & Clear…
  • 3:41 Quality Representatives
  • 4:18 Lesson Summary
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Lesson Transcript
Instructor: Michelle Thompson

Michelle has over 10 years of customer service experience and four years management experience. She has a master's degree in organizational management.

It is vital to a business that its call center representatives have good telephone etiquette skills. This lesson describes a variety of telephone etiquette skills call center representatives can utilize to communicate effectively with customers.

Telephone Etiquette

There is a saying that goes, 'People may forget what you did, but people will never forget how you made them feel'. Have you ever called a business to get assistance with a service or product and the representative was spectacular and pleasant to speak with? I'm sure it left you with a great impression of the company. Now, have you ever called a business for assistance and the representative was really unpleasant, unhelpful, and didn't seem to care about your situation? You probably thought twice about continuing to do business with that company.

This lesson will go over the importance of training call center representatives in using telephone etiquette techniques. We will look at techniques such as being empathetic, sincere and personable, using enunciation, and what call center managers can do to insure that representatives are using these techniques effectively.

Training Representatives

Telephone etiquette techniques do not always come naturally to people, and that is why it's important to train company representatives. Training provides the opportunity for all representatives to learn the company's standards on telephone etiquette, which in turn aides in being able to communicate effectively with customers. By training employees, a company significantly increases the chances of a positive customer experience, and the likelihood of customers continuing to do business with the company. Let's look at a few telephone etiquette techniques that representatives should be trained in.

Empathy and Personable

For example, a customer calls a cell phone provider because their phone isn't working, and they may miss a phone interview if the issue is not resolved. Now, how would you feel if you were in a similar situation? It wouldn't be a great feeling. Being understanding and relating to one's situation is called empathy. You have to put yourself in that customer's shoes.

Examples of showing empathy can be communicated as 'I can understand how important fixing your phone is' or 'I can understand your frustration at this time'. Both examples are ways to make the customer feel that you can relate to their situation.

Getting to know your customer can build rapport and trust. Being personable with customers is an essential role of a sales representative. The best representatives get to know their customers and understand their needs before they decide what's the best product or service to offer them. For example, say you are selling cable television service and you hear children in the background. You can be personable and say, 'Oh, how many children do you have? Well, you know we have great family stations to add to your package'. Be personable so that customer relationship can grow.

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