Let's explore a few practical techniques in this set of 5 tips to increase both your peace of mind and productivity.Read More
“I want to talk to your Supervisor”, this phrase said in a not so very pleasant manner is an indication that you have an unhappy customer on the other line that is probably calling about a service provided to him/her that he/she is not satisfied with. It can also be an experience with a previous Customer Service Representative that he/she is going to complain about. It can be anything. But one thing is for sure - that the customer is not happy. In this blog post, I have listed some of what I believe are the best tips in handling irate callers.Read More
The National Amtelco Equipment Owner's (NAEO) annual conference starts next week and it got me thinking about what specifically I look forward to. There are so many things I had a hard time narrowing it down, but these are probably my top 10 reasons/benefits (in no particular order):
1. Have loads of fun, laughs and adventure
2. Meet new people
3. Reconnect with some 'old' friends (in person)
4. Sharing ideas and support with industry colleagues
5. Visit a city I've never been to before; or explore different areas of a city that I have been to before
6. Learn about new software and features
7. Learn new programming skills/techniques
8. Learn more about different industry best practices
9. Discover more opportunities on how to be more involved with the association
10. Bringing back all the new ideas and experiences back to share with our crew!
Do you remember the game in school where the teacher whispered a message to a student, and then it was passed around the room from one student to another? By the time the last student spoke the message aloud it was completely changed. This seemed to be a fun game when you were a child, but not so much in business and the workplace.
The importance of good listening skills in the world of business cannot be ignored. It is one of the most valuable skills any phone agent can have. They must be able to listen to fully understand how to help the caller, and be able to collect the proper information. An operator who appreciates and understands the value of listening is much more competent and efficient at their job. The average person listens with only 25% efficiency. This leaves a lot of room for error, and to miss valuable information. More effective listening creates better productivity and more success.
There are ways to improve your listening. One way is by reflecting. This refers to showing the speaker that you are listening to them and understand what they are telling you. The best way to do this is by paraphrasing back to the speaker what they have told you. Another way to improve listening skills is to eliminate distractions around you. Be present in the moment that the person is speaking to you. Always ask good questions. Good follow up questions demonstrate an interest in what the speaker has said, and helps can help you to better understand a complicated situation.