CALL CENTRE SKILLS TRAINING MANUAL€¦ · CALL CENTRE SKILLS TRAINING Page 5 6. Make sure you let the client know you are listening by acknowledging or commenting on what they are

AGENT TRAINING

MAXLAW CREDIT LEGAL

CALL CENTRE SKILLS TRAINING MANUAL

CALL CENTRE SKILLS TRAINING Page 2

TABLE OF CONTENTS PURPOSE OF THIS MANUAL ............................................................................................................................................... 7

INTRODUCTION .................................................................................................................................................................. 7

TYPES OF CALL CENTRES ................................................................................................................................................ 7

Inbound Call Centre ................................................................................................................................................... 8

Outbound Call Centre ................................................................................................................................................ 8

Customer Service Call Centre ..................................................................................................................................... 8

Multi Media Call Centre ............................................................................................................................................. 8

MODULE 1: TELEPHONE SKILLS ......................................................................................................................................... 9

SECTION 1.1: HOW TO RECEIVE, HANDLE AND END A TELEPHONE CALL ..................................................................... 9

The call center constitutes the heartbeat of an organization's client care efforts. Operators play a critical role in ensuring business success. How operators deal with clients greatly influences the organization's fortunes. When call center operators perform their tasks well, they outperform answering services provided by automated answering software. ................................................................................................................................................... 9

Most people prefer speaking with live operators rather than receiving services from automated answering machines. How operators handle clients during the call can influence a company's relationship with its clients positively or negatively. ............................................................................................................................................. 9

Client service staff need to be masters of phone manners. ...................................................................................... 9

The following are essential tips on how to have a fruitful and positive interaction with clients on the phone. ...... 9

How to Receive Telephone Calls ................................................................................................................................ 9

Handling a Phone Conversation ............................................................................................................................... 11

How to End a Call Positively ..................................................................................................................................... 11

SECTION 1.2: WHY CALLS GET ESCALATED? ................................................................................................................ 13

Clients today seem quick to voice, “I would like to speak to a supervisor,” if they are unhappy with the service they receive. ............................................................................................................................................................. 13

What is particularly annoying about escalated calls is that the phone operator ca resolve 85% of them. ............ 13

To better understand why calls are escalated, here are the top reasons: .............................................................. 13

1. Knowledge ............................................................................................................................................................ 13

2. “NO” ..................................................................................................................................................................... 13

3. Confidence ........................................................................................................................................................... 14

4. Attitude ................................................................................................................................................................ 14

5. No apology ........................................................................................................................................................... 14

6. Accent ................................................................................................................................................................... 14

7. Speed .................................................................................................................................................................... 15

SECTION 1.3: TIPS FOR BUILDING CLIENT RELATIONSHIPS ......................................................................................... 16


1. Have a positive attitude every time you take or make a call. .............................................................................. 16

2. Work at developing rapport with your clients. .................................................................................................... 16

3. Be trustworthy. .................................................................................................................................................... 16

4. Be accurate. .......................................................................................................................................................... 17

5. Be responsive. ...................................................................................................................................................... 17

6. Create a win/win relationship. ............................................................................................................................. 17

SECTION 1.4: HANDLING DIFFICULT CALLERS ............................................................................................................. 18

SECTION 1.5: HANDLING TOUGH ISSUES OVER THE PHONE ...................................................................................... 20

A is for Attitude ........................................................................................................................................................ 20

B is for Behavior ....................................................................................................................................................... 20

C is for Content......................................................................................................................................................... 21

SECTION 1.6: ELEVATE YOUR PHONE GAME ............................................................................................................... 22

SECTION 1.7: TEN GOLDEN RULES FOR CALL CENTRE OPERATORS ........................................................................... 24

1. Greeting the Caller .............................................................................................................................................. 24

2. Time on Hold ....................................................................................................................................................... 24

3. Asking for Security Information .......................................................................................................................... 24

4. Putting the Caller on Hold ................................................................................................................................... 25

5. Keep the Caller Informed .................................................................................................................................... 25

6. Never Guess the Answer ..................................................................................................................................... 25

7. Always Keep the Promise to Call Back ................................................................................................................ 25

8. How to Deal With an Angry Caller ....................................................................................................................... 26

9. Passing the Caller On ........................................................................................................................................... 26

10. Never End the Call if the Client Wishes to Continue ......................................................................................... 26

MODULE 2: COMMUNICATION SKILLS ............................................................................................................................ 27

SECTION 2.1: COMMUNICATION MISTAKES ............................................................................................................... 27

1. Overloading listeners with too much information. ............................................................................................. 27

2. Not demonstrating an understanding of business issues ................................................................................... 27

3. Speaking in jargon or acronyms. ......................................................................................................................... 28

4. Not establishing trust or credibility ..................................................................................................................... 28

5. Being down right boring ...................................................................................................................................... 28

SECTION 2.2: LANGUANGE & SPEECH ......................................................................................................................... 30

1. Enunciation affects perception ........................................................................................................................... 30

2. Making yourself understood ............................................................................................................................... 31

3. What about an accent? ....................................................................................................................................... 33


4. Fast Talker: It’s not okay (The problem with speaking too quickly) ................................................................... 34

5. Vocal issues ......................................................................................................................................................... 36

SECTION 2.3: TONE OF VOICE ..................................................................................................................................... 39

1. Why your tone of voice is a problem .................................................................................................................. 39

2. Why is it difficult to close the deal? .................................................................................................................... 41

3. Tips for improving the tone of your voice ........................................................................................................... 44

MODULE 3: CLIENT SERVICE ............................................................................................................................................ 46

SECTION 3.1: ANGRY / DIFFICULT CLIENTS ................................................................................................................. 46

1. Ways to put out the fire (managing angry callers) .............................................................................................. 46

2. Don’t take it personally ...................................................................................................................................... 50

3. Just say “AAH” ..................................................................................................................................................... 51

4. Whipping difficult clients in line .......................................................................................................................... 53

5. Turning abusive clients into raving fans .............................................................................................................. 56

6. Is it you that’s making the callers irate?.............................................................................................................. 59

SECTION 3.3: CLIENT SERVICE ..................................................................................................................................... 61

1. Things never to say to a client ............................................................................................................................. 61

2. Extraordinary service in extraordinary times ...................................................................................................... 63

4. First impressions lasts (Making good first impressions) ..................................................................................... 65

5. Client service has “feeling”.................................................................................................................................. 67

MODULE 4: QUESTIONING SKILLS ................................................................................................................................... 69

SECTION 4.1: QUESTIONING ....................................................................................................................................... 69

SECTION 4.2: POWERFUL QUESTIONS CAN HAVE A POWERFUL EFFECT.................................................................... 71

Tapping the Power of Questions .............................................................................................................................. 71

Exercise Your Power-Question Aptitude .................................................................................................................. 72

MODULE 5: ATTITUDE ..................................................................................................................................................... 74

SECTION 5.1: CHANGE YOUR ATTITUDE, CHANGE YOUR PERFORMANCE ................................................................. 74

Some good strategies ............................................................................................................................................... 74

MODULE 6: LISTENING SKILLS ......................................................................................................................................... 76

SECTION 6.1: LISTEN WHEN YOU LEAST FEEL LIKE IT .................................................................................................. 76

1. Listen all the way ................................................................................................................................................. 76

2. Take notes. ........................................................................................................................................................... 76

3. Periodically, get up and walk around. .................................................................................................................. 77

4. Be sure to drink lots of water, not caffeinated beverages. ................................................................................. 77

5. Do not interrupt your client. ................................................................................................................................ 77


6. Make sure you let the client know you are listening by acknowledging or commenting on what they are saying. .................................................................................................................................................................................. 77

7. Ask questions. ...................................................................................................................................................... 77

8. Periodically paraphrase what you are hearing. ................................................................................................... 78

9. When the issue is resolved, be sure to summarize any actions that need to be taken by either you or the client. ........................................................................................................................................................................ 78

10. Finally, will yourself to listen. ............................................................................................................................. 78

SECTION 6.2: CLIENT ESP COMES FROM LISTENING ................................................................................................... 79

SECTION 6.3: INTENTIONAL LISTENING (PART 1 & 2) ................................................................................................. 81

What to know about listening:................................................................................................................................. 81

Not all listening is the same: .................................................................................................................................... 82

Why Active Listening is important: .......................................................................................................................... 82

Five things that intentional listeners must master. ................................................................................................. 83

SECTION 6.4: SHUT UP AND LISTEN! ........................................................................................................................... 85

Some of the problems poor listening creates .......................................................................................................... 85

Why are some client service reps poor listeners? ................................................................................................... 85

So how do you improve listening skills? .................................................................................................................. 86

What is there to gain from being a good listener? .................................................................................................. 86

MODULE 7: ASSERTIVENESS ............................................................................................................................................ 88

SECTION 7.1: THE ART OF SAYING “NO” ..................................................................................................................... 88

1. Watch how you say it. .......................................................................................................................................... 88

2. Avoid tentative language. .................................................................................................................................... 88

3. Apologize and explain why. .................................................................................................................................. 88

4. Protect the relationship. ...................................................................................................................................... 89

5. Polite repetition. .................................................................................................................................................. 89

6. Tone of voice is critical. ........................................................................................................................................ 89

SECTION 7.2: PERSUASION (The Learnable Art) ......................................................................................................... 90

Principles of Persuasion ........................................................................................................................................... 90

Techniques to achieve Persuasion with anyone ...................................................................................................... 93

SECTION 7.3: WHAT IT TAKES TO MAKE YOUR POINTS STAND OUT (8 Steps to improve your persuasion skills) .... 96

1. Establish your credibility. ................................................................................................................................. 96

2. Use a positive, tactful tone. ............................................................................................................................. 96

3. Make your presentation clear. ......................................................................................................................... 96

4. Present strong evidence to support your position. ......................................................................................... 96


5. Tailor your argument to the listener. ............................................................................................................... 96

6. Appeal to the subject’s self-interest. ............................................................................................................... 97

7. Use logic. .......................................................................................................................................................... 97

8. Use emotional appeals. .................................................................................................................................... 97


PURPOSE OF THIS MANUAL Call centers remain central to the success of businesses because they are the nerve center of client care, an essential requirement for existing clients. A study on the impact of call center services on business fortunes indicated that damage to businesses resulting from poor contact center experiences among clients could be devastating. Having poor service from a company's client service facility negatively affects clients' willingness to support and cooperate with the company, as well as their perception of the company. As a result of the central role of call centers in the activities of businesses, employers always look for operators with the requisite skills and qualities capable of turning a center into a dynamic client care center and a facility for business growth. In this manual, some of the unique but interrelated qualities that make up good operators will get studied in more detail. These qualities include:

• Good Client Care Skills operators are supposed to be people who possess the requisite client care skills necessary for meeting the objective of maximizing productivity through excellent client relations. Having an outgoing and friendly personality is an asset in the field of client relations contact centers. A good operator must have a people-oriented attitude that enables him or her to handle clients as though they are the most important people in their (the operators) lives.

• Understanding Individual Differences of Clients Different clients behave differently. Good operators are people who are capable of demonstrating their understanding of the diversity in client behavior. Operators have to appreciate the uniqueness of each client. Some clients can be challenging, and some could be furious over a previous transaction they are not satisfied with, while others could even be abusive while on the phone with an operator. But good call center operators are those who will always appreciate the fact that business success (and the survival of their job, for that matter) depends on consumer satisfaction and will thus do their best to satisfy the consumer.

• Good Communication and Listening Skills Contact center jobs mainly involve communicating with clients. Effective communication skills are an essential attribute for operators working in good call centers. An excellent communicator is also a good listener.

• Language Abilities of Operators Telephone communication between operators and clients involves the use of language. Contact center operators should, therefore, have good command of the language or languages used in the geographical areas the companies do business. English remains the dominant language for business transactions, but being fluent in an additional major language an asset.

INTRODUCTION

TYPES OF CALL CENTRES


There are four different types of call centers.

Inbound Call Centre

An Inbound Call Centre Agent receives incoming calls. They need to have an understanding of sales practices and a good knowledge of service standards.

Outbound Call Centre

An Outbound Call Centre Agent proactively makes outgoing calls. They call prospective clients and persuade them to purchase the products or services. It is also known as Direct Marketing. Telesales/Outbound sales is a well-planned, organized, sales, and marketing program. A prominent feature is the ability to sell with a personal touch without having a face-to-face element.

Customer Service Call Centre

A Call Centre is where an Agent receives incoming calls with an understanding of Customer Service. These calls are related to customer queries, to provide information or provide technical support. To be an effective Customer Service Agent, you need to be an Empathetic Listener who can solve problems effectively and efficiently.

Multi Media Call Centre

This Call Centre Agent responds to customer queries or provides information via other means apart from a telephone. For example, E-mail, fax, letter, internet, and others. A Virtual Assistant could be seen to fulfill this kind of role.


MODULE 1: TELEPHONE SKILLS

SECTION 1.1: HOW TO RECEIVE, HANDLE AND END A TELEPHONE CALL

The call center constitutes the heartbeat of an organization's client care efforts. Operators play a

critical role in ensuring business success. How operators deal with clients greatly influences the

organization's fortunes. When call center operators perform their tasks well, they outperform

answering services provided by automated answering software.

Most people prefer speaking with live operators rather than receiving services from automated

answering machines. How operators handle clients during the call can influence a company's

relationship with its clients positively or negatively.

Client service staff need to be masters of phone manners.

The following are essential tips on how to have a fruitful and positive interaction with clients on the

phone.

How to Receive Telephone Calls

How an inbound call is received can influence the success of a conversation. Operators should be able to demonstrate how different they are from automated answering services. The following useful tips on receiving a call:

• Answer by the third ring • Greet the client • Speak clearly and audibly • Give the client your undivided attention • Identify yourself and your department/company


• Smile because the consumer can feel it from the operator's tone and voice • Offer help when it is needed, and • Note the person's name and use it when need be.

Start on a positive note—those first few seconds set the tone for your entire conversation Within ten seconds, clients form an impression of the organization and the person on the other end of the line. If the client doesn't like what they hear, they sometimes disconnect or ask to be switched to another operator. To gain respect and trust, operators need to do three things:

First, the call center agent must sound friendly.

• The operator’s tone of voice should have warmth and be easy on the ear.

• For example: Good morning... PAUSE... This is [Name and Surname]... PAUSE... How can I help you? PAUSE.

• Fast talkers or those who rush their opening statements never sound caring. They sound busy

and frazzled. The unstated message to the client is, “Hurry up and say what you want and get off my line.”

• Operators with dull/lifeless voices, or voices lacking highs and lows, also create a negative first

impression.

Secondly, the greeting must make the client feel a “connection.”

• Connections or relationships begin with simple things, like stating, “Good afternoon.” or “Good evening.” then offering your name.

• Operators who interrupt the clients and jump too quickly to accessing information about

account numbers, personal information, or confirmation of details also miss the “friendship” boat.

• While that information is important, it comes after an attempt to build camaraderie.

Thirdly, the operator must offer help.

• “How can I help you?” or “What can I do for you today?”. The key to this statement getting a positive reception is the way it is said.

• The voice must sound sincere. An offer that sounds too routine will affect the client’s feelings

towards you and your company.


Companies today are seeing client satisfaction plummet. As the operator, you are the link to client satisfaction and cooperation by working some magic on your clients in your opening remarks. A bad first impression on the phone is almost impossible to reverse.

Handling a Phone Conversation

When the conversation starts on a positive note, the operator has to ensure that it continues successfully and satisfactorily until the end. An essential element for ensuring this is effective listening. This means you need to listen for the central idea and to concentrate on what they are saying to you. An operator needs to remain calm, unemotional, and enthusiastic during a conversation irrespective of how provocative a client may be. Operators need to

• ignore disruptions or uncomfortable surroundings

• ask questions

• respond to questions with short messages

• paraphrase messages and

• try to visualize the client’s problem.

How to End a Call Positively

Ending a telephone call can seem to be a simple matter. Yet, when it comes to client satisfaction, you need to place as much emphasis on concluding a telephone call as you do on your initial greeting. There is a need to maintain a positive and friendly attitude with which a caller. It is important to

• use the client’s name, review plans of action

• offer further assistance

• thank him or her for calling and

• finally making sure that the consumer is finished and hangs up before the operator does. When following these tips, calls from clients are more likely to end positively and successfully. In the field of business, clients are the most important people, and call center operators need to know how to effectively handle calls from the point of receiving, the conversation process, and how to end positively.



SECTION 1.2: WHY CALLS GET ESCALATED?

Clients today seem quick to voice, “I would like to speak to a supervisor,” if they are unhappy with the

service they receive.

What is particularly annoying about escalated calls is that the phone operator ca resolve 85% of them.

To better understand why calls are escalated, here are the top reasons:

1. Knowledge

If clients are seeking help on an important issue, they won’t tolerate a call center operator who is

evasive. Too much is at stake and time is of the essence. They will rightfully escalate a call if an

operator answers incorrectly or says, “I don’t know” more than once.

Tip: Make sure that you continue to expand your knowledge level about your business and products. The

more you know, the faster the calls can be completed, and the happier clients will be.

2. “NO”

No one likes to be told, “No.” For the client to accept a “no,” the person needs to understand the reason

behind it and feel it is legitimate. Otherwise, the call will most definitely be escalated.

Tip: As a call center operator, it is better to say, “I can’t do that, but what I can do is…….” or “To avoid

this happening in the future, I recommend …….”.

REMEMBER: Always offer a solution, instead of just saying “NO”


3. Confidence

Within a minute, callers can sense when a call center operator does not sound confident. Statements

such as, “I am not really sure about that,” raise the alarm for supervisory assistance.

Tip: Listen to recorded calls regularly and identify those call center operators that lack confidence in

their responses or voice. (It may be tentative language or the use of filler words compromises credibility).

Identify with these issues, and work on a way to improve the confidence that you handle telephone calls.

4. Attitude

Operators with a bad attitude are rarely tolerated. Callers insist on being treated with respect,

regardless of how poorly they have treated the company’s operators.

Tip: Notice any words or phrases that might be misunderstood. Statements, such as, “Don’t take it out on

me…. ,” or statements beginning with “Listen…” should not be avoided.

5. No apology

Clients want to hear an apology for the inconvenience caused by your company before they are willing

to share information regarding their account number or name. Without an acknowledgement, the

caller may easily become more aggressive and demanding.

Tip: With an in-coming call from an upset client, always offer an acknowledgement or apology right up

front. Practice different ways to acknowledge or apologize so that you do not sound scripted.

6. Accent

If the caller can’t understand the call center operator due to an accent or enunciation of words, they

will escalate the call. They will not waste precious minutes asking the operator to repeat themselves.


Tip: Pay special attention to identify accent or articulation issues.

Training Solutions Selling Your Ideas and Responding to Your Clients

7. Speed

Call center operators who speak too quickly annoy clients, particularly if they are elderly. People may

be trying to take notes or implement “fixes.”

Tip: Speak distinctly and say every syllable in the word when interacting with your client. Whenever you

are speaking too quickly, remember to slow down.

Clients can be impatient for a variety of reasons. However, call center operators must try to resolve

calls by themselves, before escalating the situation to a superior. Just remember these top seven

reasons and try implementing the simple and quick suggestions.


SECTION 1.3: TIPS FOR BUILDING CLIENT RELATIONSHIPS

The importance of developing long term relationships with your clients cannot be underestimated, particularly in ensuring company productivity in this down economy. The question is how do you build client relationship over the phone? The following six easy steps that can increase your chances for success:

1. Have a positive attitude every time you take or make a call.

• Make sure that the client can sense that you like your job and enjoy people. Use words and

phrases to show clients you have a positive outlook. For example, a simple statement like, “We

value your time” can impress a client.

• Another good way to convey a positive attitude is to have a smile on your face as you pick up

the phone. At all costs, avoid sounding negative. If you have to say “No,” be sure to tell the client

what the alternatives are.

• Never take or make a call immediately after you have had an upsetting call. Always calm down

first, or it will show in your voice.

2. Work at developing rapport with your clients.

• It will increase their comfort level in dealing with you and your company.

• Ask your clients some questions about random things like the weather.

• Make note of any personal or business issues they reveal on your computer and refer back to

them. Share something about yourself also. Clients enjoy speaking with someone who is

friendly and outgoing. They have a tendency to cooperate and be friendly with people that show

connection.

3. Be trustworthy.

• Never give the client any reason to mistrust you.

• What you tell the client should be true, even if that means accepting blame.


• Clients should conclude that you are highly ethical and will give them a straight answer, and not

an inflated estimate.

4. Be accurate.

• Clients don’t like when an operator says, “I think so….” or “I am not sure.” They want an

operator who knows their product line.

• Always have your facts straight before you give an answer to a client. An inaccurate statement

can affect people’s lives.

• If you have to place a client on hold or promise to call the person back after you have checked

with a supervisor, do it.

5. Be responsive.

• The quicker the operator is at responding, the more impressed the client will be.

• If the client thinks you will call back within the hour, and you don’t call back for a week, they

are likely to be frustrated and infuriated.

• It is a good idea to under-promise and over-deliver. Clients hate it when operators promise a

delivery or call back, and it doesn’t happen. On the other hand, they are very impressed when it

seems you have done something above and beyond what is required in for the situation.

6. Create a win/win relationship.

• People in business today know things can go wrong.

• What determines the reaction of clients to your company is how you treat them when there is

an issue.

o Do they feel as though it has been a positive resolution to a situation for everyone

concerned, or a war to get the company to act on the problem?

• Building client relationships is something that every phone operator needs to do. By

maintaining a positive attitude, developing rapport, being trustworthy, accurate, responsive

and by creating a win/win situation. Front line operators can turn clients into raving fans.


SECTION 1.4: HANDLING DIFFICULT CALLERS

1. As you listen to an upset client, try to identify central ideas, as well as specific facts. This isn’t

easy since upset clients are not necessarily logical.

2. While the client is talking, take notes. It will save you from asking the client to repeat the

information later on. Consciously keep an open mind. Avoid judging motives or analyzing.

3. When you take a call, make sure you are ready. Eliminate any distractions to listening. Visual

distractions are four times more powerful than auditory distractions. If possible, position

yourself so that your back is to the corridor.

4. Pay attention to the verbal and vocal signals of the client, as well as to your own signals. They

will help you to stay in control and better understand the caller.

5. Acknowledging the client’s concerns will diffuse the situation. You will also build rapport

with the client. Anytime you detect that the client is upset, you should apologize. You can’t

overdo it. Remember you are apologizing for any inconvenience the client experienced. You are

not apologizing for a mistake you made.

6. Acknowledgements work best at the beginning of the call when you sense that the client is

upset or having a problem.

7. Avoid the temptation to launch immediately into fact-finding.

8. Acknowledgements that are meaningful are specific. “Okay…” is not an acknowledgement.

Avoid saying “but” or “however” after an acknowledgement. It invalidates what you have just

said.

9. Ask questions to verify the information and make sure you have a good understanding of the

situation.


10. Be careful not to ask too many questions or the same question more than once. Clients begin to

feel like they are being interrogated. When you ask questions, always say please. It shows

respect.

11. Paraphrase what you have heard to make sure that what you have heard is what the client is

expecting. Make sure to ask the client if there is anything more they would like to add.

12. Know when to be flexible on policies or deadlines. Offer the client some alternatives in the way

the situation will be resolved. Then let the client decide which one will work best for them.


SECTION 1.5: HANDLING TOUGH ISSUES OVER THE PHONE

While accepting imperfection as the norm, people want compensation, and they want it now. Their

inconvenience often causes them to be very unpleasant, particularly when speaking to someone over

the phone.

For the person who receives these calls, it can be somewhat confusing at times.

There is an art to handling tough issues, and that is to remember some simple A, B, C’s.

A is for Attitude

When you do business by phone, you will deal with upset callers. It is part of your job, so have the right

expectation and attitude towards it. Remember to never take a caller’s attacking statements

personally. The offense is with the company, not you.

Thus, the attitude you need is one of concern and interest, not just for the first caller of the day but for

each and every caller.

A good tip for having the right attitude is to think of your caller as a guest. Obviously, when you have a

guest in your home, you go out of your way to make them feel welcome. Lay out the welcome mat

when you pick up the phone.

B is for Behavior

It is one thing to think you have a positive attitude but another thing to demonstrate it. Callers will

determine your attitude through your tone of voice. A negative tone can be ascertained within seconds.

• To bring warmth and friendliness into your voice, pause often for breaths.


• Smile and look in the mirror. What do you see on your face? If you look annoyed you will sound

annoyed. If you are tired or pre-occupied with other tasks or business issues, the caller will

hear it in your voice.

• Work toward giving every caller your full attention.

Let the person voice their complaint. Don’t interrupt them, but allow yourself to be interrupted.

C is for Content

When a caller has taken the time to pick up the phone, their expectation is they will be speaking to

someone who is knowledgeable and competent about the products and services the company offers. If

you aren’t sure, don’t guess. Quickly re-direct the call to someone who does have the answer.

Obviously, in any business environment, changes take place all the time. Make sure remain up-to-date

on product knowledge. Take your professionalism seriously and become a subject matter expert.

Disgruntled clients are a reality. However, if you demonstrate that you care, the person will feel better

about that. If you have displayed competence, your clients will feel comfortable. Ultimately, you will

create trust. Who wouldn’t be happy doing business with someone they trust!


SECTION 1.6: ELEVATE YOUR PHONE GAME

“C” rated Phone Operators show up and do their jobs. They handle the clients’ issues and move people

through the cue. The difference between being ordinary and extraordinary depends on seven

simple tips:

1. “A” rated phone-operators sound friendly and sincere.

• They give the impression from start to finish that they like their jobs.

• If you were face-to-face with them, you might see them smiling often.

2. “A” rated phone operators say “Please” and “Thank You” often.

• They preface asking for information with “Please.”

• When the client gives the requested information, they say, “Thank You.”

3. Their interest is in building a relationship with their clients.

• They take the time to develop rapport and learn about the client.

• Those added minutes make the client feel special and glad they got this operator on the phone.

• If a caller has an issue or complaint, they take ownership and apologize for the inconvenience,

even if it wasn’t their fault. They know this is how to protect the relationship.

4. They know their stuff.

• When you ask “A” rated operators a question, they know the answer.

• They rarely put people on hold to find out information. They have gone to the trouble to

educate themselves about the company.

• On the rare occasions, when they don’t know an answer, they ask permission to place the caller

on hold or they offer to call back with the requested information in a timely manner.

5. Others would call “A” Rated Phone Operators great listeners.

• They acknowledge and paraphrase what they hear to make sure they are getting the details

correct. If you were face-to-face with them, you probably would see them taking notes.

• They don’t interrupt or talk over the person who is calling.


• They listen intently so that they don’t make a mistake or diagnose a situation too quickly.

6. They are honest.

• They don’t misrepresent a product or service.

• Their word is very important to them.

7. Lastly, they strive to exceed, rather than just meet expectations.

• They go the extra mile for their clients.

The difference between being a “C” rated phone operator and an “A” rated isn’t enormous. It’s the little

things one does that makes the difference and causes the client to remain friendly and satisfied.


SECTION 1.7: TEN GOLDEN RULES FOR CALL CENTRE OPERATORS

For many companies, call centers are the only way they can practically and affordably deal with the

number of clients they have seeking information.

By their nature, often the call center operators do not know everything about a company and how it

operates, and sometimes they only know the answers to a list of frequently asked questions. This can

be frustrating for clients who want a more detailed response.

By following these basic rules, call center operators can go a long way toward a successful for the

caller.

1. Greeting the Caller

• When answering the phone, start by greeting the caller, with name and company,

• Ask the nature of the call.

• Do not start by asking the caller for information.

• So, for example, say: “Good morning, my name is Joe Bloggs from (company name), how may I

help you today?”

• Do not start by saying, for example: “Hello, can I have your account number please?”

2. Time on Hold

• If the screen shows that the caller has been waiting to speak to someone for more than a

minute, apologize for the delay.

• If the client is paying for the call (that is, it is not a free phone number), then offer to call the

client back rather than let them continue paying for the call.

3. Asking for Security Information

• Only ask for security information if it is necessary for the type of call being made. For example,

if the caller wants to know the balance of their account or how much they owe, then security

questions are necessary. If the caller is asking standard questions that is freely available

information do not ask the security questions.


4. Putting the Caller on Hold

• Never put a caller on hold without their permission.

• Always say something along the lines of: “I need to speak to someone else about this, is it alright

for me to put you on hold?”

• If the caller answers no, then do not put them on hold.

5. Keep the Caller Informed

• If it is taking longer than first thought to get the information the caller wants, do not just leave

the caller on hold.

• Speak to the caller at least once a minute to assure them that you are still on the case and trying

to get the information that they want.

• Give them the option to be called back.

6. Never Guess the Answer

• Never pretend to know the answer to a caller’s question if you are not sure.

• Be honest.

• If you are unsure, say: “I am sorry, I am not sure about that. Would you like me to find out for

you?”

• Don’t just guess an answer and hope that will satisfy the client.

• It might work for the call, but once the client discovers the answer is wrong, it will damage the

reputation of the company.

7. Always Keep the Promise to Call Back

• If gathering the information is going to take a long time, offer to call the client back.

• Find a suitable time to call them back.

• Even if the information is still not available, call the client at the agreed time – punctually – and

explain the delay, then make a new appointment.


8. How to Deal With an Angry Caller

• If a caller becomes angry, it is because they are not being given the information or service that

they want or expect.

• Try to understand what it is the caller needs and, if necessary, offer to pass the call on to

someone more senior.

9. Passing the Caller On

• If the caller asks to speak with someone more senior, put them straight through to a supervisor

or manager.

• Do not try to delay this by relaying messages between the manager and the caller.

• Never say to the caller: “The manager will just give you the same answer that I have.”

• If a caller has got to the point where they want to speak to a manager, then accept that, and put

them through.

10. Never End the Call if the Client Wishes to Continue

• Some callers can be frustrating, but do not see that as their fault.

• If they have not been given the information they want, do not end the call even if there seems

no way forward.

• It is better to let a colleague try a different approach rather than hanging up.

By following these basic rules, call center operators can go a long way to making the client feel happier

with the service they are receiving.


MODULE 2: COMMUNICATION SKILLS

SECTION 2.1: COMMUNICATION MISTAKES In any business world, there are times we wish we would have done or said things differently. We all

make mistakes, but there are some situations we might be able to avoid if we knew about them

beforehand.

In terms of communication, there are five common mistakes in the business profession that people

make when trying to persuade others. These are:

1. Overloading listeners with too much information.

• In attempting to convince our clients, we often give them a lot of detail. Our assumption is that

the more they know, the more cooperative they will become.

• Unfortunately, our listeners often feel overwhelmed and conclude that what you are

recommending sounds very complex. Since listeners are only interested in their own needs,

they may become annoyed.

• Speakers with simple messages facilitate comprehension. They increase their chances of suc-

cess. If listeners want more information, they will ask.

2. Not demonstrating an understanding of business issues

• Most times, people tell their clients what they want them to know. They say the same thing

regardless of who the client is. They don’t take the time to analyze their listeners’ needs and to

create content that addresses those needs.

• Because speakers often deliver a standard presentation, they also don’t mention relevant

examples or stories that make the client feel that they’re really being understood. Consequently,

the client fails to take action.

• It is important to remember it is all about the client, not you. Clients must see a clear link be-

tween their issues and your services.


• Call operators who can demonstrate they understand key issues and have a solution that meets

these needs, undoubtedly will close business.

3. Speaking in jargon or acronyms.

• Jargon (specialist language, used by groups in their profession or culture, and not typically used by

other people) and acronyms (words formed from initials or parts of other words, eg NAEDO) are

everywhere. Clients don’t like to struggle to understand your message, so avoid jargon and

acronyms.

• People just want you to speak simply and clearly so that they can understand what needs to be

known.

• The bottom line is that the clearer your message, the more people likely the person will make

an informed decision.

4. Not establishing trust or credibility

• To be persuaded, listeners need to believe you are a straight shooter, someone credible.

• We establish trust and credibility by taking time to get to know the person and to let the person

know something about us on a personal level.

• What we say or promise must be true.

• Finally, there are tone of voice issues that dramatically affect trust. Things like:

o Long pauses.

o Saying a lot of “ums,” “ahs” and other filler words,

o When you speak quickly, listeners question whether this person knows the topic.

5. Being down right boring

• Listeners have short attention spans.


• If the speaker isn’t animated, or the speaker doesn’t have an interesting conversation or relevant

examples, attention wanes.

• It is a mistake to think our words alone will compel people to listen.

• If a speaker is passionate and not afraid to demonstrate it, the listeners will pay attention to, not

just at the beginning, but all the way to the end.

All of us make mistakes, and we aren’t always successful communicators. However, to be effective, you

need to pay attention to your mistakes along the way. Take note of your shortcomings and make a

commitment not to allow those mistakes to become habits.

If you are not getting the results you want or feel your message was miscommunicated, force yourself

to analyze what went wrong and verbalize how you will handle the situation differently next time.


SECTION 2.2: LANGUANGE & SPEECH

1. Enunciation affects perception


2. Making yourself understood

It’s important to talk to people in a language that they understand. If you do it well, they begin to

respect you for it.

There are certain keys to making cross-cultural communication successful.

2.1. Recognize that differences exist.

• It is easy to assume that people who are all part of one organization, do things in the same way.

• Acknowledging that cultural differences exist is an important first step.

• For example, where there are different cultures within the country, it is important to know the

typical styles for communicating, negotiating, entertaining and greeting.

2.2. Keep it simple.

• It is difficult to know just how well people understand English, so it is best to keep

communications, whether written or verbal, simple.

• Define all acronyms and abbreviations.

• Be consistent in word choices.

• Make sure sentences are short and uncomplicated.

2.3. Be warm and friendly.

• Greet people appropriately and use their names.

• A smile crosses all barriers

2.4. Speak slowly and pause often.

• Whether you are speaking face-to-face or on the phone, allow people time to process the in-

formation by speaking slowly and pausing often.

2.7. Get help.

• If people clearly have limited language ability, be patient and ready to explain using other

words.


• Ask people frequent questions to see what they comprehend.

Cross cultural communication can be challenging, as well as tiring. A small misstep can be disastrous. If

you do a good job of communicating, people anywhere will listen.


3. What about an accent?


4. Fast Talker: It’s not okay (The problem with speaking too quickly)

Do people ask you to repeat yourself? Do they tell you to slow down? If so, you are a fast talker. It

might be alright to be a fast talker at home or with friends and family, but it is not okay on the job,

especially if your primary job is communication over the phone.

The problems with being a fast talker are many:

• People may think you are trying to “pull something over on them” or to commit them to

something they shouldn’t.

• It annoys them when they don’t have time to process the information you have giving them.

• They probably won’t be able to take notes or compare what you have said to what others have

said.

• they also can’t verbalize their questions or objections.

• Without time to understand and voice their concerns, listeners hesitate to move forward on a

decision.

• Talking fast can cause your speech to be sloppy. The person’s lips, teeth and tongue cannot get

into the right position to say the word correctly. People may incorrectly think you have said

something you didn’t.

• Additionally, lots of filler words materialize so you will sound unconfident and ill-informed.

• Finally, if you have an accent and your pace is quick, listeners may interrupt you often, causing

you to lose your concentration. It will make listening and speaking difficult for both parties.

If you are a fast talker, try to slow down by pausing and taking a breath at the end of a thought or idea,

or where you want to highlight a point.


The idea of pausing and breathing may sound simple, but it is harder than you think. In the beginning it

can feel like a lifetime to pause for even half a second.

The more you work on pausing and breathing, the more knowledgeable and confident you will appear

to the person on the other end of the line.

Consider how great it would feel if someone described you as precise and thoughtful, instead of as a

fast talker.


5. Vocal issues

Susan works as a technical support person for a large corporation. Her days are spent answering forty

or fifty phone calls each day. In her annual review, Susan’s new supervisor told her, after listening to

some of her calls, that her voice doesn’t sound warm or friendly. Susan was told to work on this and to

report back on her progress within the next 90 days. Susan was shocked with the feedback and didn’t

know what to do to remedy the situation. In fact, she even went back to her boss for guidance. All her

boss could say was, “Try putting a smile in your voice.”

Many of us who work on the phones are told to correct vocal problems and, like Susan, we don’t know

what to do when problems occur.

There are six vocal issues that people use to assess your voice. Ultimately, these vocal factors determine

whether people will trust you or not. If any of these six issues are annoying, callers feel uneasy about the

individual on the other end of the line. In fact, some hang up and dial-in again; others may ask to speak

to a supervisor.

It is not enough to think only about what you say. You must also think about how you say it. The six vocal

issues that callers assess on are:

• Volume

• Speed

• Clarity

• Pitch

• Uptalk

• Tone

Unless it is an established issue, any vocal issue really can be fixed by pausing and breathing, but first

you need to recognize the problem.

Volume:

• If callers frequently ask you to speak up, you should know you have an issue with volume.

• By pausing and breathing, you can raise the volume of your voice.

• To those with hearing problems or who work in noisy environments, it is bothersome.


• Practice taping your voice while consciously speaking louder and see what kind of feedback you

get from your caller.

• In addition, put the microphone of the head set closer to your mouth- and keep it there. If the

volume is too loud, your client will let you know.

Speed:

• You will know you have an issue with speed if people frequently ask you to repeat what you have

said.

• Callers need time to digest your recommendations.

• They need time to see if ideas make sense to them.

• The quick fix for issues with speed is simply to insert more pauses. For example: make sure you

pause at the end of each statement or at the end of each sentence.

• Record some of your calls and play them back to hear whether or not you actually are pausing.

• Many of us think we are pausing, but we are not.

Clarity:

• You will know you have an issue with clarity if people frequently say, “What did you say?”

• If you speak quickly, you will have an issue with clarity.

• The lips, teeth and tongue won’t be in the right position for clear enunciation.

• You will also hear lots of non-words, “ums” and “ahs.”

• If you are pausing, you will have the breath to say the syllables in each word without feeling

rushed.

• You will also have time to think and thus eliminate any “filler words” that come when you are

thinking out loud.

Pitch:

• The pitch of your voice should be varied.

• If it is always in the low range, callers can think you are annoyed with them.

• To correct a problem with pitch, take a pause and a breath and then emphasize your idea. Practice

singing in the shower to expand the range of your voice.

• Your pitch should never be uninteresting or boring.

Uptalk:

• This is when you lift your pitch at the end of a sentence, making it sound like a question.


• Clients may find it is condescending for you to be constantly checking with them after each

statement.

• To determine if this is an issue, get feedback. If it is a problem, tape your explanations and

pause right before completing your statements so you can consciously end on a downward

tone.

Tone:

• Your tone can sound strident (harsh/shrill/loud) if you aren’t taking enough pauses and

breaths.

• Tone can be affected by whether or not you are smiling. When you smile, your voice will sound

warmer.

• Your voice is your calling card with your client. It is worth the extra effort to think about how

that voice sounds.

• By paying attention to your voice, you ensure that your client, as well as your supervisor, will

find you sincere and friendly.


SECTION 2.3: TONE OF VOICE

1. Why your tone of voice is a problem

When callers hear your voice on the other end of the line, they imagine the person behind the voice.

If they like what they hear in the tone of your voice, chances are they will perceive you as

knowledgeable and confident. If they don’t like your tone, they may want to speak to a supervisor or

another call center agent.

The tone of your voice should be sincere and friendly, no matter whether this is the 30th call of the day

or the first.

So, what makes the tone of voice a problem?

• Previous phone calls are often the culprit.

- If the prior call was a difficult one, it is likely the voice might come across as strained or

unfriendly.

- Obviously, callers can sometimes be aggressive, particularly if there is an issue with their

accounts.

- When we get those challenging calls, we need a moment to re-coup. Perhaps, take a walk

down the hall, get a cup of coffee or leave yourself out of cue for a few minutes. Do whatever it

takes to calm down before going on the next call. If you don’t, the new caller might be put off by

what they hear in your voice.

• Sometimes, boredom is the issue.

- If we take call after call, our voices may lack enthusiasm as the day progresses.

- Producing a consistently upbeat voice requires concentration and staying in the moment.

• Improper breathing and speaking without pausing also affect the voice.

- When the voice runs out of air, it becomes a monotone. It sounds flat and disinterested.

- Pause and take a breath at the end of each sentence, as this helps your voice to have more

inflection, and it is more pleasant to the ear.


• Finally, tone of voice is affected by caffeine, smoking, diary products and eating.

- Caffeine is a diuretic and pulls water from the vocal cords, causing the voice to sound

strident.

- Smoking makes the voice sound raspy, sometime gravelly.

- Dairy products, such as milk, cream, yogurt or ice cream, produce mucous which makes the

person’s voice sound stuffy and causes the individual to clear his throat constantly.

- If you eat on the job, listeners will sense it and find it rude.

Your voice is the best tool you have for convincing clients that you can solve their problem and that

you value them. If you sound friendly and warm, they will see you as helpful and caring. They will be

more likely to trust you.


2. Why is it difficult to close the deal?

Call Center Operators are vital to any financial organization. However, making the PTP by phone is

challenging.

It is much harder for the person to develop rapport with a nameless, faceless entity. Various facets of a

personality are hidden on the phone, while others are highlighted.

The impression one makes depends not only on what you say but how you say it. With a bad

impression, clients lose interest and quickly end the call. The most common reasons why call center

operators may fail, have to do with the following.

1 . The operator sounds insincere.

• There are many calls that go out to clients in a day. It is difficult to keep a voice sounding

sincere call after call.

• If the call center operator sounds robotic, instead of enthusiastic, people become annoyed. They

don’t feel their business is important.

• The last call of the day is as important as the first.

2. The operator seems unconfident or unsure.

• A simple thing like having lots of filler words; “um,” “ah,” or “you know,” can signal a lack of

confidence in the message to the client.

• Call center operators need to be very mindful of pausing to eliminate any filler words.

3. The operator does not seem knowledgeable.

• In any call, a client will have questions.

• Obviously, operators need to know the answers to the client’s typical questions.

• When an operator says, “I’m not sure about that” or “I don’t think we can do that,” it suggests to

the client that they are dealing with someone who is inexperienced.

• The more money that is involved, the less likely the target client will be willing to cooperate.


4. The operator doesn’t seem warm and friendly.

• The most successful operators know the importance of developing rapport.

• Operators should personalize their presentation to gain and hold the attention of the client, by

using the client’s name.

• They should use jargon only when appropriate.

• They should look for opportunities throughout the call to develop rapport.

5. The operator doesn’t seem to listen.

• When an operator has a target, it is easy to go on “automatic pilot.”

• When a client does respond or asks a question, the operator should be sure to demonstrate that

they are listening by acknowledging any concerns through conversational subtleties.

6. The operator did not show respect.

• A sure way to lose a deal is to launch into a conversation with the client without asking if it is an

appropriate time to talk.

• Operators need to be courteous and say please and thank you often. It impresses people.

7. The client sees no value.

• If the only person that seems to gain from the call is the operator, the client may abruptly end

the call.

• The conversation needs to be about uncovering and solving the client’s issues. The benefits

need to be tied to the client’s needs.

8. The strategy is inappropriate.

• Obviously, each client is different and have different needs.

• The operator can’t assume their needs are all the same.

• The strategy the operator uses should depend on how the client feels and how they feel about

the operator.

• The approach to a client who has a long history of dealing with the company, needs to be a lot

different than the first-time client.


9. People have different communication styles. They have clear preferences for the way information is communicated to them.

• Some people prefer others to be direct, some prefer indirectness.

• Some are more open; others are more closed.

• A good way of getting a sense of the target client’s communication style is to listen to their

voice.

• Successful operators adjust their communication strategies each time they pick up the phone

and throughout the conversation.

• By mirroring the behavioral and communication preferences of others, operators show the

client that they think the same.

• People are more likely to cooperate with people who seem like them.

1 0. Operators over-sell.

• Some call center agents just can’t stop talking.

• They over-sell the benefits. By doing so, they delay the close or even cause confusion.

• Clear, crisp concise statements, followed by a one or two second pause, are important.

1 2. The operator did not close the deal.

• Sometimes, the operator waits for the client to make the move.

• Call Center operators need to be direct in what they are requesting, otherwise, they run the risk

of being disappointed.

• Gaining a PTP over the phone becomes easier if you sell yourself first and then your request.

• The relationship you establish does make a difference. Once the relationship is there, the

likelihood of listening to the operator’s message and moving towards a decision is greatly

enhanced.


3. Tips for improving the tone of your voice

When one works day after day, and week after week on the telephone, it is easy for the voice to be

affected. Obviously, the goal is to keep one’s voice sounding strong so that the caller’s perception of the

person on the other end of the line is very positive. The experts offer these suggestions:

1 . Breathe from the diaphragm. • It is important for the voice to have the enough air to prevent it from fading or sounding flat.

• Breathing from the diaphragm is essential.

• However, when we are under pressure or rushed, we tend to breathe shallowly. When we do

that, the voice often sounds strident (high pitched/loud/shrill) or becomes monotone

(boring/without emotion).

• The effect on the caller is quite negative. Listeners wonder whether the operator is

disinterested or bored.

• Remember, a voice that is “starving” for air, can never sound pleasant and sincere.

2. Pause often. • Pausing provides the opportunity to breathe and refuel the voice.

• It gives the operator a moment to think about how to respond appropriately, instead of

stammering.

• It also gives the client the opportunity to digest what was just said.

• By pausing, ideas can also be highlighted so that the person on the other end of the line gets a

better idea of what is critical to remember.

• Even though the client may be busy and anxious to resolve an issue quickly, it is important for

them to understand the issue and the solution the operator has to offer.

• Pausing is an operator’s life-line.

3. Sit up straight. • The lungs are a large organ in the body.

• When the operator has good posture, he or she can breathe well, and thus the voice has the fuel

it needs to sound terrific. With poor posture, the voice can sound tinny or harsh.

4. Drink plenty of water. • Using one’s voice all day can strain the vocal cords.

• The best way to replenish the voice is by drinking water throughout the day.


• Anything with caffeine is a diuretic that pulls moisture from the vocal cords.

• Milk and dairy products coat the vocal cords and cause a lot of mucus. This may lead to

spending the beginning of the day clearing the voice which can be annoying to a client.

5. Drink warm water or water with lemon when under the weather. • There will be times when a call center operator will catch a cold or doesn’t feel well.

• Avoid ice water because it will further stress the voice. Instead, choose warm water, preferably

with lemon. When possible, gargle with warm saltwater.

6. Walk around. • From time to time, callers can be challenging.

• In times of stress, it is important to let energy out appropriately.

• Walking around, even if it is only up and down the hall, can detoxify a potentially negative

situation and prevent the voice from showing signs of stress.

7. Smile and have fun. • When an operator smiles, the voice sounds better, friendlier.

People who work on the phones spend a lot of time worrying about what they should say to clients.

They often overlook the importance of an energetic and friendly voice. A “good” voice doesn’t just

happen; it needs proper maintenance and breathing.


MODULE 3: CLIENT SERVICE

SECTION 3.1: ANGRY / DIFFICULT CLIENTS

1. Ways to put out the fire (managing angry callers)

When an angry caller lashes out, as call center representatives, we want to put out the fire as quickly as

possible. Most clients are difficult because of the situation, not us. Perhaps, they have been in cue for a

long time, or they have a recurring problem.

If you were in their shoes, you would have smoke coming out of your ears as well. By focusing on the

issue, and not on you and your feelings, you will be able to treat your clients in a courteous,

professional manner.

The following are six, easy steps for turning a bad situation into a win-win for all:

Step One: Just Listen. Let your clients vent.

• Do not interrupt or rush angry callers. People who are upset want to tell you what happened

and how wronged they feel at their own pace.

• Many operators make the mistake of asking clients for information before callers are finished

describing the problem. It only escalates the issue.

• As you listen, try to identify central ideas, as well as specific facts. This takes complete

concentration because many upset clients are not necessarily logical. Pay attention to any

conversational subtitles, like how quickly the caller is speaking and the points he or she is

emphasizing.

• While the client is talking, take notes. It will save you from asking the caller to repeat

information, and it will demonstrate that you have been actively listening.


• Consciously keep an open mind. Avoid judging motives or analyzing. Your job is not to be a

psychiatrist.

Step Two: Deal with the client’s emotions.

• Empathize with them by acknowledging or apologizing.

• Once you know how the person feels, acknowledge it as sincerely as possible.

• When an upset person hears you acknowledge or apologize for the inconvenience or problem,

the person feels you understand them and become more receptive to your suggestions for

solving the problem.

• When you acknowledge or apologize, you are not accepting blame on a personal level, but

rather, apologizing for any inconvenience your company has caused them.

Acknowledgements work best at the beginning of the call when you first get a sense that the

client is upset or has a problem. This also helps you avoid the temptation to immediately launch

into fact-finding.

• Acknowledgements that are meaningful are specific. The more specific the acknowledgement,

the more the client feels you understand. “Okay” is not sufficient, nor is “I understand.” Both

leave the client wondering what exactly you understand.

• Strong, specific acknowledgements are never followed by “but” or “however.” It negates what

you have just said.

Step Three: Don’t assume. Ask questions.

• Ask questions to verify the situation and to make sure you have heard all of the facts and issues.

Do not make assumptions. When possible ask open-ended questions. They force your client to

talk and they help you to uncover hidden needs, assumptions and problems.


• Be careful not to ask too many questions or the same question more than once. Clients begin to

feel like they are being interrogated.

• If you attach a benefit to the question, most clients will not be resistant to disclosing the

requested information.

• Finally, be respectful and say “please.”

Step 4: Paraphrase what you hear.

• Once you have asked questions, it is important to verify that what you have heard is accurate.

Paraphrasing demonstrates that you don’t want to miss anything.

• It also gives the client a chance to correct or add information.

• It makes the caller feel more in control.

• When you paraphrase, it can sound phony or mechanical. Be sure to use a variety of expressions

so that you are perceived as genuine and sincere.

Step 5: Problem solving by offering alternative solutions

• Once you understand the problem, obviously the caller expects you to fix it. As much as

possible, involve your clients in the solution. Ask for their input. What would they like to see

happen?

• There are some clients that try to take advantage, but most do not. If you can be flexible on

policies or deadlines, the client will be impressed and feel you have gone out of your way to fix

issues. However, when problem solving, it is important to educate your client so that he/she

knows how to avoid similar situations in the future.


• Make sure you phrase the solution clearly and concisely. When clients are upset, they do not

hear all of what you say. The more concise your comments, the better it is.

• Be sure to frame negative information as positively as possible. Instead of telling a client what

you can’t do, stress what you can do. At all costs avoid ordering, defending, belittling or arguing.

The conversation will only spiral downward.

• Focus on solutions and not on laying blame. No one wants a lecture. Regardless of how clients

treat you, they want to be treated with respect.

Step Six: Summarize and follow through on all promises.

• It is important to end each call on a positive note. It is the last thing the client will remember.

• Even if you have already done so, review what you will do and what the client must do to solve

the problem. This will ensure that the client is not expecting anything different than what has

been discussed.

• Finally, thank the client and ask if there are additional things that you can do for them before

you end the call. It demonstrates that you care about their satisfaction. It cements the

relationship and will help when future issues crop up.

Final thoughts:

If you resolve the problem, you satisfy your clients, but you do not impress them. It takes more.

Consider what else you can do to compensate the client for his inconvenience, and remember to under-

promise and over-deliver.


2. Don’t take it personally

Part of the job of any call center representative is to handle difficult callers. Depending upon the

industry or wait time, some callers can be quite aggressive. They lash out at the operator almost

immediately.

The challenge for any phone operator, of course, is not to take these attacks personally, but rather to

focus on clarifying the issues and resolving the problem.

• It all begins with listening.

The trick is to not be a Judgmental Listener, where operators hear what the caller is saying

while simultaneously deciding whether the caller’s points are true, out-of-line or inappropriate.

It is these judgment calls that cause operators to defend or react to the words on a personal

level.

• Instead of judging, determine to be an observer. A good observer takes notes on what the

person states as facts and focuses on them, versus his own reactions. He notices feelings,

whether they are expressed or hidden, through the tone of the caller’s voice.

• A good observer also listens without interruption. They do not simultaneously take a call,

complete paperwork or respond to someone outside of his cube.

They also do not cut the person off to ask for account numbers, names and street addresses.

They simply listen to uncover the facts as accurately as possible. Then, and only then, does the

operator respond.

People are disturbed not by things, but by the view they take of them. The more we hear our clients,

the more they will hear us.


3. Just say “AAH”

Does this sound familiar? You pick up a call in your normal professional manner and the caller on the

other end of the line explodes. The person has been in cue for ten minutes, and when they get a live

person, you, they start ranting and raving.

It’s not your fault, but the client takes it out on you. So, the question is how to handle it. The solution is

to just say AAH and to do it quickly!

ALIGN

Instead of defending yourself or ignoring what the caller just said by asking for the account number or

tracking information, etc., the first step should be to align with the client by acknowledging the

problem or the inconvenience caused by it.

Usually, when the caller hears that you are apologetic, it is difficult for the person to continue in the same

offensive manner. The trick is to make the acknowledgement statement very specific and very sincere.

It cannot sound phony. It is not sufficient simply say to say “I’m sorry” or “OK” An acknowledgement has

to be more detailed or explicit.

An example of a strong empathetic statement might be:

“First, I apologize that you had to wait in cue so long, especially when you have such a serious issue. I

am also sorry you had a delivery problem. You say it was the second one this month? That’s terrible.

That must be frustrating.”

With a strong acknowledgement statement, the client feels you get it. They feel you are on their side.

Once that happens, they become receptive to solving the problem in a reasonable fashion.

Tone of voice is critical for the statement to be perceived in a positive manner. The voice must sound

warm. You cannot rush. Between each statement, you should pause for a few seconds and take a breath.

The more you pause, the more sincere your voice will be. The more you pause, the more the client will

hear your words.

ASK

Disgruntled clients like it when you seem to want to get to the bottom of their issue. After you have

aligned with the caller, then begin to ask some questions about what happened. If you ask questions


before acknowledging, clients do not believe you care. They feel you just want to get rid of them. As you

ask questions, be sure not to interrupt. They need to get their story out. Also, be sure to summarize what

you hear periodically so that they and you feel you have the facts straight.

If the issue is your client’s fault or, for example, the delivery service’s issue, make sure to choose your

words carefully. For example, if the problem is because the client placed an order late or didn’t pay the

extra charge to expedite shipping, do not become accusatory. Do not lay blame. Speak in the third person.

Do not start a sentence with “you.”

For example, if the problem was the client’s fault, you might say the following.

“It looks like the problem is due to the time the delivery was placed. The pick-up times are regulated by

Federal Express. The order was placed according to the records in the system at 4:30. Our last pick-up

of the day from Federal Express is at 3:30, and, I don’t see anything in the system that says the pick-up

was expedited. Let’s see how we can fix this.”

HELP

Clients want their problem resolved quickly so they need to hear that you are going to help several times

in the conversation.

For example, you might say. “I know this is upsetting and you need to have this resolved quickly. I am

going to help you get that delivery as soon as possible.”

If the issue is your company’s problem, determine what you can do to fix the situation and then go above

and beyond. For example, offer to overnight the goods at no charge or to credit the account. When the

issue is the fault of the company, the client looks for freebies. If you can offer to do something for nothing,

clients will notice.

When an issue is resolved, 70% of clients remain loyal. When the issue is resolved quickly and in a

positive manner, 95% of the clients continue to do business with an organization. Over time, they have

a tendency to spend ten times the amount of the purchase that dissatisfied them, if they feel the service

was exemplary. By saying AAH, you increase the chances of satisfying the upset consumer.


4. Whipping difficult clients in line

One bad phone call with an emotional client risks losing a valuable account. While intuitively, every

call center operator knows the importance of protecting the relationship with a client, it is very

difficult being warm and friendly to a client who is rude and threatening.

Seven, solid suggestions for whipping even the most difficult caller in line are the following:

1. Behave professionally.

• Do not take insults personally. Usually, it is not the operator with whom the client is angry. It

might be the long wait to talk to a live person or a company’s difficult phone system that

predisposes the person to being upset before even talking to a client service operator.

• Separating oneself from the client’s emotionalism and focusing on resolving the issue is critical.

• An overlooked fact is that often the operator’s attitude has more impact on the client than fixing

the problem.

• The nicer the operator, the more the caller is willing to problem solve.

2. Just listen.

• Do not interrupt or rush the caller.

• While it important to resolve the client’s problem quickly, the client wants to tell his whole

story so operators should just listen until the client is finished.

• No one likes being cut off with questions about an account, etc.

3. Show understanding.

• Callers want the operator to appreciate their inconvenience

• A good way to demonstrate understanding is by acknowledging or apologizing.

• The more specific the acknowledgement, the more the client believes that the operator

understands.

• The word “ok” is not an acknowledgement. Any acknowledgement should not be followed with

“but” or “however.” It undoes what was just said.


• Taking responsibility for the issue by apologizing eliminates the need for the client to become

unreasonable. It is often as important as why the situation occurred in the first place, and it

focuses the client on resolution.

4. Ask questions.

• Callers appreciate it when the operator continues to clarify the situation. It moves the

conversation forward and keeps the conversation on the right track.

• However, the caller will notice if the operator asks for information that has already been given.

• It is always a good idea to take notes while the client is talking. Operators should also say

“please” and “thank you” for any information being solicited.

5. Verify information.

• Before suggesting a solution, operators need to be sure.

• Paraphrasing what has been said lets the client conclude that the operator has been listening

and fully understands the problem.

6. Fix the problem.

• When offering a solution, tone of voice is important.

• So is positive, proactive language. People only want to hear what operators can do for them, not

what they can’t.

• If the client makes unreasonable demands or if an immediate remedy isn’t possible, the

operator should rephrase and repeat the solution as positively as possible and again apologize

for any inconvenience.

• If the operator remains calm and demonstrates sincerity, the message eventually gets accepted.

• Clients know not every problem can be fixed instantly or to their benefit.

• With a caller who continues to remain dissatisfied, it is a good idea to ask what can be done to

make the client happy. Often, it is something minimal. In the end, most clients are reasonable

people.


7. Thank the client and finish the conversation without rushing.

• People feel valued and appreciated when an operator thanks them for their business and when

the operator asks if there is anything more that they can do for them.

• Operators should always end the conversation when the client initiates closure but not before.

• The success of any company depends on effectively dealing with upset clients.

When clients feel in times of distress that they have been treated with the utmost respect, they remain

cooperative and loyal to the organization.

Paying attention to these seven suggestions is the key.


5. Turning abusive clients into raving fans

Out-of-control clients are the misery of any call center operator. When someone swears at us,

threatens us with bodily harm or promises to see us fired, our immediate reaction may be to

disconnect or to transfer the caller to the manager. In fact, your company may already have specific

policies for dealing with out-of-control clients.

Our recommendation is that you make three attempts to work with the client. A very angry client

who has an issue resolved in a positive manner spreads the word.

1. Step into their shoes • It is easy to label abusive clients as lunatics but try to step into to their shoes for a while.

• How would you react to their situation? If you had been on hold for an hour, transferred from

agent to agent or had another operator disconnect from you, wouldn’t you be furious?

• Most of us wouldn’t react in a calm manner either if we were losing a lot of money every minute

a system was down.

• If you see the problem from the client’s eyes, it will help you to have the right attitude which is

paramount to working with very angry clients.

2. Focus on the issues • It is also important to focus on the issues instead of your feelings.

• When someone is swearing or shouting at us, many of us get swept up into the emotionalism of

the situation and begin to defend ourselves.

• Remember that the person isn’t angry at you but the situation.

• Force yourself to focus on solving the problem so that you can be effective.

3. Consider what you say and how you say it • Let the first words out of your mouth be an apology or an acknowledgement on the part of your

company for the client’s inconvenience or problem.

• Any acknowledgement needs to be specific to the situation.

• Saying “Ok” is not acceptable as an acknowledgement.

• Assure the client repeatedly that you will help them as quickly as possible.


• If you ask for information or account details before the apology or acknowledgement, the

client’s anger will continue to escalate.

• It will also continue to rise if the tone of your voice sounds flat or annoyed.

• On the other hand, if your clients see you are making a real attempt to help them and are

sincere, typically, they will begin to calm down.

Let the client ventilate.

• If you feel you can, ignore any foul language the first few times.

• Paraphrase what you hear the client saying.

• Ask the client if you got the story correct and if anything has been left out.

• Do not tell the client to “calm down” or interrupt to speed up the process.

• Continually, assure the client you are working as fast as you can and documenting everything.

• Make sure you tell the person everything you are doing and why, even when inputting

information in the computer.

• If the swearing or abusive comments continue beyond a third time, address the client by name

and tell the person you realize how awful his/her situation is, but you are not in the habit of

being spoken to in this manner.

• Tell the client you would like to help if they can work with you in a positive manner. At this

point you can also state that this may not be the best time for the client to work through the

problem.

• Offer the client the option of calling back at your extension when they are ready. Ninety-nine

per cent of the people do not want to risk any further delays so they will apologize and change

their behavior.

• However, if the unsettling comments continue, tell the client you do want to help but right now

the situation is too volatile to be productive and that you will have to disconnect.


Dealing with an abusive client is hard, but it is the reality of our jobs. We make a mistake by being

intimidated by clients who swear and shout.

By being firm but sincere, by having the right attitude and watching our tone of voice and the way we

phrase our comments, we can turn a bad situation around.

Our ugliest clients will become raving fans.


6. Is it you that’s making the callers irate?

Clients from hell don’t start out as monsters. Something happens that makes them go ballistic. That

“something” is often you.

Clients have expectations about how they ought to be treated. If the treatment doesn’t measure up,

they become agitated. To reduce your own stress and improve client relations, take a moment to

review what clients expect.

Clients expect call center agents to sound empathic. • They sense within the first ten seconds whether you are really interested in helping them

through your tone of voice.

• A sincere voice immediately has a calming effect on even the most upset person.

• On the other hand, a monotone voice communicates that you are bored and disinterested.

• Also, if your tone of voice becomes defensive, you make a bad situation worse.

• Is your tone appropriate or annoying?

Clients who have problems prefer not being interrupted. • When you have heard the same issue ten times already or have other calls in cue, you may want

to jump right in.

• That’s a mistake. Clients become offended. When Clients are upset, they just want you to feel

their pain.

• The way to do that is by listening.

• As an operator, get feedback on whether you interrupt.

• Listen to your own calls from the client’s perspective.

• If you frequently interrupt, take a deep breath and count to three before making any response.

Anyone who has been inconvenienced wants an apology. • “Okay” isn’t enough. Clients need more. They need to feel you are sorry.

• Regardless of whether it is your fault or not, apologize for any inconvenience your company

caused.

• It makes clients feel you have aligned with them.

• Without an apology, they assume you haven’t been listening.


• They repeat the same thing, only louder and thus the call escalates.

• Assess how and if you acknowledge your clients’ feelings.

• Do you do it enough? If not, practice.

Clients hate to hear, “No.” • Their expectation is that their problem will be successfully resolved and to their advantage.

• If you can’t do what the client is requesting, be sure to state what can you do.

• Do you know what your company’s policy is on compensating a client?

Clients also get annoyed when you tell them, “I’m not sure” or “I don’t know.” • People expect that if you work for a company, you know its products and services.

• They do not want to be passed from person to person.

• Talk to other operators to get the answers to commonly asked questions.

• The bottom line is you have to be willing to continually learn about your company.

• If you are new to the job, what are you doing to educate yourself?

People want to be treated with respect. • Clients will not tolerate cynicism or defensiveness.

• A mild annoyance will become huge in no time.

• To make sure that you don’t get defensive, post pictures of family members and people you care

about in your cubicle.

• Pretend you are talking to one of them instead of a faceless non-entity.

Handling difficult clients isn’t easy. By remembering how clients expect to be treated, you can turn a

bad situation into win-win. It’s hard to be angry with someone who is listening and demonstrating

they want to help.


SECTION 3.3: CLIENT SERVICE

1. Things never to say to a client

The health and wellbeing of your organization depends on the service your client receive. If they

receive exceptional service, the client smile and stay loyal. If they are not impressed, they might

become uncooperative. There are some phrases that may sabotage building rapport with a client.

These should be avoided at all costs.

No, we can’t do that. • Clients hate being told “No.” It gets their dander up (i.e. they get angry).

• If you must tell them “no,” remember to add the phrase, “But we can do is...”

That’s not covered by your policy/warranty. • When clients think a policy or warranty includes certain items, it can really disappoint them.

• First apologize for the confusion.

• Then, be gentle when educating them on any terms or conditions.

Don’t take it out on me. • When a client is angry and has a raised voice, it is very easy for the operator to defend himself

by saying, “Don’t take it out on me.”

• Usually, this statement escalates anger and almost never calms the caller down.

• A better way is to empathize with the client.

May I put you on hold? • In today’s hectic world, callers want a quick resolution to their issue.

• They do not want to be transferred, and they do not want to repeat their story.

• Their expectation is that you will have the answers to their questions and know the

organization.

• If you do have a legitimate reason for placing a caller on hold, be sure to tell the client why this

is necessary and that you will have already updated the next support person on the issue.


That is not our fault. • People are quick to blame.

• But it is always a mistake to take the person’s attack personally and begin to defend one’s self.

• A better idea is to apologize and then address why this issue was out of your control.

• Clients typically understand that some issues are not always manageable.

You’re wrong. • Clients can misinterpret, or feel they know more than the support person about the company’s

capabilities.

• While it is important to educate the client, we need to do it delicately. “I can see why you would

think that. Other people have also done the same thing.”


2. Extraordinary service in extraordinary times

For call centers to be seen as delivering extraordinary service, the operators need to contribute to

three key elements. They are:

• Knowledgeable

• Committed

• Empowered

Knowledgeable: For a call center operator, it is important to know:

• How to fix problems, not just the easy ones.

• How to access answers on their own CRM system.

• Who has the answer for what question?

• What the issues are with new versions or product lines.

These individuals are continuous learners. They rarely escalate calls because they know how to

resolve them. They make it a point to stay up to date on the latest protocols or revisions.

They take pride in knowing their business inside and out. They are the consummate professionals.

Committed: • Call center operators need to keep their focus on their clients.

• They are passionate in their desire to be of assistance.

• When clients call with problems, rather than starting out by immediately requesting

information, operators begin the conversation by thanking them for calling attention to the

issue.

• Throughout the dialogue, they listen carefully, often checking for understanding. They

recognize that the unspoken message is as important as the spoken.

• Before any solution is proposed, they elicit feedback and involve the client to ensure that

expectations have been met. As a result, clients feel valued.

• When you spend time to really understand the client’s world and needs, feel sympathetic to

• their situation.


Empowered: • Lastly, call center operators are empowered to resolve a client issue without going through a lot

of hoops.

• Clients often experience their interactions with such operators as exceptional.


4. First impressions lasts (Making good first impressions)

For many of us, the telephone is our primary vehicle for doing business. Since people make

instantaneous decisions about our competence and confidence, often within the first thirty seconds, it

is critical to remember the importance of making a good first impression.

The reality is that we are often multi-tasking, and instead of being conscious of making a positive

impression, we respond on auto pilot. As a result, we end up sounding mechanical, insincere or even

annoyed.

To have impact, one must pay attention to three key things:

Attitude is everything! • First and foremost, you must have a positive attitude, whether making or receiving a call. Get

yourself

• “psyched” to be fully present.

• Remember you are there to help or educate your clients.

• So, whenever you answer or place a call, make sure that you are not preoccupied with other

issues (e.g. Working on the computer, unless necessary, reading, distractions by others, etc.).

• The person on the other end of the line will notice that you are not fully present in the

conversation. They will also notice if you seem upset. If you have had a “bad” call, it is better to

wait before placing your next call. Clients will sense your anxiety or annoyance. They won’t

know it is because of a prior call. They will feel they have upset you, and this will jeopardize the

relationship.

Your voice is your calling card! • Your voice speaks volumes about you and the mood you are in. Whether it is the first call of the

day or the last, your voice should sound positive and upbeat. People need to trust you, and your

tone of voice affects how they feel.

• To bring warmth into your voice, you should smile as you talk. Be aware of your facial

expressions as well. If you look like you are having a good time, listeners on the other end of

the line will notice.


• To clarify enunciation and not to sound rushed, it is also important for you to pause for a few

seconds at the end of each sentence or statement.

• If you speak quickly, listeners will feel like you don’t care or are anxious to get rid of them.

• As you make or take a call, always be conscious of the impression you want to make.

People want you to “just listen!” • The only way to know what the individual on the other end of the line wants, needs or believes

is by listening.

• Most of us listen effectively only 25% of the time.

• People notice when you ask the same question more than once.

• They notice when you interrupt them or talk over them.

• It takes real discipline to listen. To ensure that you have gotten all of the key points, take notes.

Also, repeat what you have heard to double check that all the information is correct.

Making a good first impression is essential to anyone in today’s business world. Obviously, it is more

difficult to do when you are not face-to-face. By truly listening, having an upbeat and friendly voice and

a positive attitude, you increase the odds that people will take you seriously and will want to do

business with you.


5. Client service has “feeling”

People who rave about the service they receive from an organization expect more than the resolution

of a problem. They want to “feel” valued as a client and to be given special treatment.

For clients to conclude the service has been excellent, phone operators need to focus on conveying

warmth and concern, in addition to problem solving.

To demonstrate that they care can be achieved in two ways – through voice and in responses.

The tone of voice needs to be friendly and sincere.

An operator who sounds rushed certainly will not convey the right attitude.

While everyone has different tonal qualities, people who smile automatically warm up their voice.

In addition to smiling, the tone of any voice can be improved by pausing and breathing. With proper

breath and frequent pauses, an individual’s voice can become richer and more enjoyable. It is

remarkable what a pause for a second or two between phrases or statements can do to convey “I

care.”

Those pauses convey that the operator has put aside his or her work and is now focused totally on the

client. The client concludes the call is not an intrusion but rather a welcomed occurrence.

Without pausing, it is impossible to convey any emotion in a voice. In fact, the voice may even

sound flat or bored.

In addition to tone of voice, the client also expects that his question or problem will be handled well. If

the operator uses positive words and phrases instead of negative or tentative statements, the client

will be pleased.

Clients rejoice when they hear statements such as, “Sure, I can help you with that.” They do not want to

hear what can’t be done. Having to saying “no” is a reality, but when it is couched with something

positive, it is likely to be accepted.

Clients also want to believe that the person they are talking to on the phone is confident.

When an operator says, “I think” or “I’m not real sure,” the client will question whether he should

be talking to someone more informed.

Again, listening to how one responds to a caller is essential to any operator.


Finally, clients appreciate the operator’s acknowledgement of their dilemma. When clients hear the

operator take responsibility on behalf of the company for any inconvenience an issue caused, they give

the company high marks for service. The more specific the acknowledgement statement the more

likely the client will be impressed. Clients will not be satisfied with “ok” or with an acknowledgement

followed by “but.”

Excellence in service depends heavily on how the client “feels.” If a company promotes service with

feeling, it is likely they will achieve the results they desire.


MODULE 4: QUESTIONING SKILLS

SECTION 4.1: QUESTIONING

As inside representatives for the company, the way you close business is by asking questions.

Sometimes, these questions move people to make decisions, but at other times, they don’t, leading us to

wonder “what happened?”

By asking the right questions, we can move people toward reaching decisions more quickly.

One way of looking at questions is to categorize them as:

• Fact

• Perspective

• Possibility

• Feeling

Fact questions • These kinds of questions reveal the situation.

• They establish the background or give context to the interaction.

• Begin with who, what when, and where.

• If this is the first conversation, we must begin with these questions to find out basic in-

formation.

• However, these should not be the only kinds of questions we ask.

• If they are, clients will begin to feel interrogated.

• To help people in cooperating, it is important to ask a variety of questions.

Perspective questions • Are those that ask the individual to analyze and evaluate, see the big picture or look at the

cause and effect of a event.

• By doing so, both you and the client can better determine what the real needs are and focus on

the solution.


Possibility questions • These questions help individuals view a situation in a different manner

• They are useful because once the individual sees how a situation would look if certain issues

were solved, he or she is typically very interested in proceeding.

Feeling questions. • If asked too soon, they can be quite “off-putting.”

• Feeling questions explore the personal impact of a situation on the client.

• They are questions such as,

o “How is this situation impacting you?” Or

o “What pressure is the situation having on you.”

• These questions are useful once a relationship has been established because they help you to be

an advisor, more than as a debt collector.

Questions are critical to any operator’s success. Top performers remember to ask thought provoking

questions.

They ask a variety of questions.


SECTION 4.2: POWERFUL QUESTIONS CAN HAVE A POWERFUL EFFECT

Questions can be one of the most effective communication tools available to us. Strong relationships,

strategic plans, award-winning collateral, and the meaningful exchange of ideas and information are all

products of asking skillful questions. If they're not, your communications could be weak or worthless,

and you may experience miscommunications more often than necessary.

Why is the ability to ask skillful questions so powerful? Questions are the means we use to excavate

new information, to compare our perspective with reality, and to learn more about what others are

thinking and perceiving. When we don't ask questions, we're assuming we know everything there is to

know about the subject or the person. Is this ever the case? Rarely.

Tapping the Power of Questions

Interpersonally—

• Asking questions demonstrates that you're listening (and helps you to listen), which always

helps to strengthen relationships. Think of a conversation when someone didn't ask you a

single question. How did you feel? What perception did you have of that person? Would you

want to interact with him or her in the future? By setting a goal to ask several questions in all

your interactions, you'll gain powerful information to improve your own performance,

strengthen relationships, and reduce misunderstandings.

Suspending assumptions –

• Inquiry is a key element of dialogue, which encourages us to suspend assumptions to more fully

understand another person's perspective. In day-to-day interactions, assumptions often lead to

miscommunications, mismatched expectations, stress, damaged relationships, or unfulfilled

responsibilities. The simple act of clarifying and confirming what you understand to be true, and

seeing if others have a similar understanding, can eliminate the negative consequences of

making too many assumptions. To do this, ask questions that ensure you have a common

understanding of what is being discussed, and of what action needs to be taken.

• For example, the seemingly obvious question, "Will you take care of that?" would ensure that

someone is taking responsibility for an action.


Communicating clearly –

• Any unasked (and thus, unanswered) question, is a trap door waiting to open under your feet.

For example, imagine not asking a client what her desired outcome is. How will you reach a goal

that you don't know about? Internally, consider a team whose members advocate ideas, but

don't take the time to understand others' ideas or bring discussions to closure. The length and

frequency of their meetings can soar, while actual progress creeps along at a snail's pace. Take

time to ask thoughtful questions of each person. This is also a tremendous way to demonstrate

your respect for each person and his ideas, which boosts morale and can increase employees'

contributions to the business.

Working more effectively –

• When teammates, leaders, and managers have the information that they need to do their jobs

best, the enterprise benefits from increased productivity, and individuals reap the rewards of

high morale and low stress (both are products of having, rather than hoarding, information).

• How do these constituents get the information they need? By asking.

o First, most people can't read others' minds. So, the information won't come if not

solicited.

o Secondly, it is the individual's responsibility to ask for what's needed; no one else should

manage this.

Exercise Your Power-Question Aptitude

Asking skillful questions requires much more than putting a question mark at the end of a thought.

First, you must make a habit of asking questions -- as opposed to stating your ideas, opinions,

feedback, etc. Second, you must raise your awareness of when questions can (or could have) helped

improve an interaction, even if it went well.

Use these exercises to flex, build and hone your skillful-questioning aptitude:

• Ask before advocating.

o try to ask a sincere, relevant question before advocating your point


o The topic of your questions might include gathering more information, clarifying a

statement or perspective that someone shared, or asking for other participants'

thoughts.

• Examine past assumptions.

o Think of an instance when you or someone else assumed, and when the outcome of the

interaction was poor or less than ideal.

o Try to think of at least five questions you could ask during an interaction to prevent

assumptions from being made.

• Inquire, don't interrogate.

o Thoughtful questions are a powerful tool for learning more and fostering understanding,

yet no one likes to be interrogated! As with any other communication tool, be aware of

your own intention for asking the question, as well as the tone of your voice, body

language, and word choice.


MODULE 5: ATTITUDE

SECTION 5.1: CHANGE YOUR ATTITUDE, CHANGE YOUR PERFORMANCE

Clients can get angry, and when they do, they can make an operator’s job downright miserable. It is

easy to get swept into the client’s negativity and respond in a cold, uncaring manner. If the goal is to

provide exceptional service, maintaining a positive attitude is critical.

Some good strategies

The easiest way to maintain an upbeat attitude with a difficult client is to empathize with them. Put

yourself in the client’s shoes. Ask yourself: “If this situation happened to me, wouldn’t I be angry also?”

Instead of picturing the caller as a nameless, faceless enemy, picture the caller as someone like

yourself, someone who wants an issue resolved quickly and to his/her advantage.

Force yourself to focus on solving the problem versus internalizing the client’s attacks. Use the

person’s name a lot in your conversation and apologize frequently. When people hear their name and

hear statements like “I am so sorry this happened to you,” they begin to feel receptive to problem

solving.

If you ever feel yourself getting frazzled by the client’s attacks, make sure to pause often to get your

thoughts together. Always, think before you speak. At all costs, avoid saying:

• “Like I told you before.”

• “No one here would have promised you anything like that.”

• “If you would just listen.”

• Any sentences starting with “You”

Be careful of your tone of voice. The adage, “It’s not what you say, but how you say it,” is true.

Regardless of how they have treated you, clients expect you to be pleasant, sincere and helpful. In

addition, do not lay blame on anyone in the organization.

Simply, apologize for the inconvenience.


When doubts occur, picture how good it feels to solve a problem. It is what makes the job rewarding.

It’s what makes your day. In addition, it increases the likelihood that you will achieve your bonus and

your call center will stay in existence.

Lastly, take care of yourself. If you have had a bad call, immediately de-stress yourself with a quick

break or by taking a walk. Talk out the situation with your colleagues or your manager. Look at the

lighter side and find humor in the situation if you can. Finally, have a serious talk with yourself and

remind yourself how good you are at your job and how committed you are.

Do not go back on the phone until you feel you are in the right frame of mind. Subsequent clients will

notice if you take your negative feelings onto the next call. Being successful at handling difficult clients

is draining. There is lots of stress dealing with upset people on a regular basis. However, if your

attitude is positive, you can meet any challenge successfully.


MODULE 6: LISTENING SKILLS

SECTION 6.1: LISTEN WHEN YOU LEAST FEEL LIKE IT

Being a good listener is the most important tool anyone who works on the phone can have. The

problem is that there are many times that listening is a challenge.

• We daydream.

• We get distracted by others

• We feel preoccupied with things in our personal lives.

• We feel pressure to complete additional tasks related to our jobs.

Meaningful listening takes concentration. However, when the client feels that someone is really

listening to their issues, they feel valued and impressed. The following is suggestions for improving

your listening skills when you least feel like it.

1. Listen all the way

• Instead of thinking about how you will respond, force yourself to listen all the way to the end of

the sentence.

• It will help you to gather information that otherwise might not have been heard.

• It will also help you to better understand the other person’s point of view.

• While this seems simplistic, it is not easy to do.

• Our tendency is to listen to the first three or four words only, especially when we are busy or

preoccupied.

2. Take notes.

• Do not try to write everything down but concentrate on key ideas.

• Your notes will help you to recap information without asking the client to repeat.


3. Periodically, get up and walk around.

• A quick bathroom break or a walk to the drinking fountain can work wonders.

• Do some stretches or shoulder rolls at your desk.

• Take off your shoes and roll a tennis ball under your foot. It will massage your muscles and

reenergize you.

4. Be sure to drink lots of water, not caffeinated beverages.

• If you drink a lot of water and go for high protein foods or snacks, you will be able to think

clearly and feel like working.

5. Do not interrupt your client.

• Clients want you to listen to their problem from the start to finish.

• When you interrupt, callers start to feel you are rushing them.

• They frequently get annoyed and often start repeating.

• Interrupting may keep you on the phone longer.

6. Make sure you let the client know you are listening by acknowledging or commenting on what they are saying.

• Simple statements such as, “Oh really,” or “I see” let the client know you are with them. The

more specific the acknowledgment, the more you will force yourself to pay attention.

7. Ask questions.

• Demonstrate that you are listening and allow you to direct the discussion and/or focus on

meaningful elements.

• Be sure to pay attention to the answers your client gives.

• People notice when you repeat the same questions.

• Also, be careful of interrogating your client with too many questions.


8. Periodically paraphrase what you are hearing.

• This lets the client know you are trying to understand and be accurate.

• It forces you to concentrate.

• Make sure that as you paraphrase, you sound sincere versus canned.

9. When the issue is resolved, be sure to summarize any actions that need to be taken by either you or the client.

• Refer to your notes.

• Client frequently forget the details and so do you.

• A final summation helps to make sure everything is as people think it will be.

10. Finally, will yourself to listen.

• Make a conscious decision when you click into the client to listen.

• The less you tune out; the more rewarding your job will become.

• Clients always notice the operators that are truly listening. So do your managers.

• While real listening demands total concentration, it is always worth the effort.


SECTION 6.2: CLIENT ESP COMES FROM LISTENING

It isn’t easy to do business by phone. Those that are successful have a clear understanding of their

client and the person’s issues or needs. Extra Sensory Perception (ESP) concerning our clients comes

from being an observant listener.

By listening to the person’s tone of voice, pace, choice of words, you can uncover volumes, almost as

much as if you are face to face.

• Through the tone of voice, you can determine whether the individual is friendly, annoyed, pre-

occupied or indifferent. If the person sounds friendly, that is an indicator that you can proceed.

• Through their pace, you can see how anxious or relaxed they seem. If they appear “hyper” at the

start, you should probably offer to call back at a more convenient time, rather than launching

into your product pitch.

A client’s stress patterns can indicate their interest or needs.

• For example, if the client’s voice trails off at the end of a sentence or softens on key words, he or

she may be giving you an important clue about their lack of commitment.

Good listeners notice non-verbal’s.

• A “gulp,” and “un huh,” or “hmm” can mean a lot.

• For example, if a client “gulps” when you mention debt, it is not likely that you will close. If the

client says “hmm” or “ah” frequently as you explain, it typically indicates he is listening and

following your argument, and you have a good chance.

• On the other hand, their silence or lack of response spotlights their disinterest or confusion.

Finally, the kinds of questions your client asks can also provide you with invaluable information about

how best to proceed.

• For example, questions that ask about a feature or functionality indicate that the person is

seriously considering what you have said, and you should go into more detail.

The mistake that many of us make when calling a client is to talk too much or to interrupt. Instead of

listening, we focus on ourselves and the points we want to make. Some clients report that often they


repeat their needs three or four times before the person picks up on them. It’s no wonder that these

frustrated clients stay non-committal.

It is only through listening that our clients feel valued. Once they sense you are a good listener, they

are more likely to perceive you in a positive manner and stay engaged.


SECTION 6.3: INTENTIONAL LISTENING (PART 1 & 2)

Clients judge people who are trying to sell their ideas or services on the phone by how well they pay

attention to them. They expect operators to find solutions to their issues and to anticipate their ever-

growing needs, and that is no small order. Strong listening skills are a must.

What to know about listening:

The fact that you have two ears does not make a person a good listener.

It takes real discipline to be a good listener.

You must want to set aside your issues for someone else’s.

Most people listen effectively only about 25% of the time. They listen to only the first three or four

words of any statement. After that, they think they know, and they focus their attention on formulating

a response.

To test your own listening efficiency, ask yourself:

• how often you need to have information repeated.

• Remind yourself of the number of times someone has said, “You’re not listening to me.”

There are some deterrents to listening. Ask yourself if the following apply to you:

• Inability to relax and concentrate at a particular moment

• Preconceived ideas or thoughts

• Interrupting

• Talking too much

• Thinking of a response while the other person is still talking

• Not being interested


Not all listening is the same:

There are three levels of listening. We use all three levels constantly.

• Level 1 is Passive Listening. • It is the type of listening one does while multi-tasking such as when doing e-mail and talking on

the phone

• This is the type of listening an individual does when he or she is watching television or reading

the newspaper.

• The person hears the words but takes no action on them.

• Focus is diminished by what is in the newspaper or on television.

• Level 2 is Evaluative Listening. • We determine whether something is right or wrong, and we respond accordingly

• The individual listens to the words and evaluate if they are true or even make sense.

• If a client says he was promised something, the person on the other end of the line evaluates the

validity of what he or she is hearing.

• Level 3 is Active Listening. • This is the most difficult type of listening because it demands full attention and effort.

• In Active Listening the person hears not only the words, but also the hidden meanings behind the

words.

• we listen with our mind, our heart and our ears

• It requires the operator to step into the client’s shoes and see things through another person’s

eyes. It requires empathy.

Why Active Listening is important:

Listening is a way of recognizing and validating a person’s worth. People get upset or frustrated when

they do not feel they are being given attention.

Poor or withheld listening can escalate to anger, and it tarnishes an operator’s image. It also results in

lost opportunities. What an operator hears as a statement may be an objection. If the operator

responds inappropriately, clients become disillusioned.


By hearing both the words and the meaning behind the words, operators can better align with their

clients. They can get clients to talk, and when clients are actively involved in the conversation,

operators can gain valuable information. They can use the information to their advantage. The fact that

a n operator seems so perceptive will enhance the relationship. It will also intensify the desire for the

client to cooperate.

Five things that intentional listeners must master.

• The listener must internally commit to being fully attentive.

o He must be willing to set aside his own needs. Most of us come to the table with our own

agenda, with a message we want the other person to hear.

o Intentional listeners are willing to commit to and allow the conversation to move in the

direction the other person determines and only bring their message to the forefront if it

offers insight or a solution.

o They never give the impression they are trying to sell anything.

o intentional listeners do not argue, defend, or put down, no matter what they hear.

o They refrain from taking things personally, even if attacked.

o They choose to focus on what the other person needs or wants, instead of their own

needs.

o They also demonstrate through their body language that they are paying attention. They

nod, look the person in the eye, and even move closer to verbally and visually show they

are following the topic.

• Secondly, intentional listeners purposefully paraphrase.

o They want to be sure that they have accurately heard what has been said.

o Purposeful paraphrasing is much more than simply parroting back the speaker’s actual

words.

o It involves reading between the lines for what has been said, as well as what has been

intended—the message behind the message.

o It is very specific. If the speaker has not been correct, the person will correct him.

o Whether correct or almost correct, the individual will applaud the person’s attempt to be

accurate.


• Thirdly, intentional listeners empathize with encouragement.

o When they hear an emotion, they identify what they hear, and again very specifically,

they take responsibility for any wrong that may have been incurred by them or their

organization.

o They agree with the individual’s point of view and never follow it with a “But” statement

since it would invalidate what they just said.

o “Ok” or “Yes” are never used as empathic responses. Instead, they might say a statement

such as, “I can see why you would worry about that because I know…”

• Next, intentional listeners want to be correct.

o They want to understand the problem in its entirety so they ask questions that might

give them a better perspective, always cautious to avoid “grilling” the person.

o When asking their questions, they sometimes preface their statements with, “I am

concerned that I am not seeing this correctly. Can you tell me more about…?”

• Intentional listeners offer insightful comments with a “tag and add” approach.

o Any idea or suggestion is linked to statements the speaker himself said earlier. By doing

so, it seems as if the person is just adding to what has already been discussed, rather

than pushing his own point

Being an intentional listener is hard work and time-consuming. It may take two minutes or two hours

to hear what a person is truly saying. Intentional listening may necessitate doing these same things

over and over until the individual actually feels heard. The process cannot be rushed. However, the

payoff is that we are perceived in the manner we desire, as a trusted advisor.


SECTION 6.4: SHUT UP AND LISTEN!

The number one complaint clients express about any call center representative is that reps don’t

listen. When asked what reps should do differently, responders say “Shut up and listen!”

Listening is a critical skill for anyone in the service industry. Yet, most people are not very good

listeners. People ignore, misinterpret or forget 75% of the thing’s others tell them. People are even

worse at looking for the deeper meaning in what others say.

Some of the problems poor listening creates

• When reps don’t listen, clients feel unappreciated.

• In addition, underlying issues that are more important to the client than the original problem

remain hidden and may resurface later, causing more serious issues.

• Minor problems, thus, turn into major bad situations.

• Moreover, because reps aren’t listening, clients repeat, and time call volume escalates.

• The bottom line is that not listening creates major headaches for an organization and can be

financially devastating.

Why are some client service reps poor listeners?

There are many reasons why people aren’t good listeners.

• Call center operators are ingrained with the idea that they must fix a problem quickly.

• To accomplish that directive, they often cut clients off without acknowledging their pain and

determine a solution before hearing the entire problem.

Clients need to vent. If they don’t get the opportunity to finish their explanations, the interaction will

stall and instead of a quick resolution, the caller may want to escalate the call.

Call center operators, like other listeners, process information quickly. People speak at about 125

words per minute. They digest information at about 600 words per minute. In the down time, many

reps think about what to say next and how to end the call, instead of listening all the way to the end of

a sentence or thought. In fact, some researchers say people listen only to the first three or four words


in any given sentence, and, then, they begin crafting their response. After all, reps handle the same

issues day in and day out.

People are easily distracted and get bored easily. Exterior distractions, like the conversation and

laughter of one’s peers can be much more interesting than the client’s scenario.

In addition, being hungry, having to go to the bathroom or having a headache also affects

concentration, as does indifference. When reps are not really interested in what the client says, they

begin to ask the same questions. They may also not notice subtle changes in the client’s voice and

meaning.

So how do you improve listening skills?

Being a good listener takes real discipline and practice. It is not possible to listen on a part-time basis.

By the time a rep realizes he may have missed something significant, it might already be too late to win

back the client.

Good ways to improve listening skills might be to:

• practice listening every day all the way to the end of the speaker’s sentence without

interruption, not only on the job but off – at home or in social situations.

• When the attention starts to wane, it is a good idea to ask questions or take notes.

• listen for ideas, concepts and emotions and to acknowledge them when they are uncovered.

Good listeners pay attention to more than just the facts.

• They hunt for hidden meanings and verify that what they have heard is correct.

• They summarize frequently and demonstrate to the listener that they are trying to get it right.

• Off the job, one might try listening to television programs or talk shows whose subject areas

would normally be avoided and summarize the information learned each break.

What is there to gain from being a good listener?

There are many reasons why reps should improve their listening skills.

• people who are good listeners are perceived as more knowledgeable and competent, even if

they aren’t.

• The rep is also seen as warmer, more sincere and more likeable.


• Callers are much more willing to solve problems with someone that they like, rather than

someone who seems like they don’t care.

• Consequently, being a good listener makes the reps’ job easier.

On a personal note, listening helps reps understand their own world and make better decisions. Just

because a rep has two ears, it does not make the person a good listener. It takes attention and

interpretation.

But the payoff is worth the effort.


MODULE 7: ASSERTIVENESS

SECTION 7.1: THE ART OF SAYING “NO”

Wouldn’t it be wonderful if saying “NO” to people were easy? For those of us who do business over the

phone, it would certainly make our lives a lot less stressful. However, the reality is that we can’t always

agree/comply to our clients. We HAVE to say, “No.”

But callers hate hearing “N-O.” Often, because callers see you as a nameless, faceless entity, they

become rude and demanding.

While each situation is unique, there are some guidelines for saying “No” gracefully that will protect

the relationship.

1. Watch how you say it.

• Your word choice can make a difference. At all costs, avoid statements that are sarcastic,

blaming or condescending.

• It will only enrage the client and cause a communication breakdown.

• Statements like, “It’s not our fault...” will cause the caller to become defensive.

• It is much better to be impersonal in pointing out a mistake. “No, the policy is that ……”

2. Avoid tentative language.

• When you say, “I am not real sure we can do that” or “I don’t know if we could possibly make an

exception,” you leave the caller thinking there is a possibility if the issue is pushed harder.

• Sometimes, they become louder and more demanding due to the tentative way you have

responded to their request.

3. Apologize and explain why.

• Saying you are sorry and giving the reason why you can’t do something goes a long way with

the caller.

• If you simply say, “No, that’s not possible,” a caller is likely to challenge you.


• With an apology and an explanation, the caller is more receptive to your point.

4. Protect the relationship.

• If you have the freedom/power to provide some kind of compensation for the client, you

protect the relationship and show you value the person.

• Most individuals will respond in a positive manner to your generosity.

5. Polite repetition.

• If the client keeps insisting on something that is unreasonable or impossible, politely repeat

your explanation.

• Do not say things like, “…. if you would just listen..,” “..you need to calm down…,” or “..don’t take

it out on me….”

• Such statements will only exacerbate the situation.

6. Tone of voice is critical.

• Obviously, it is a lot easier for people to be aggressive or abusive on the phone.

• If you sound empathetic and sincere, callers are more likely to respond in an appropriate

manner.

• While saying “No,” is difficult, learning to do it well will earn you the respect of others.

• Clients know it is not possible to always hear “Yes.”

• When you show respect and have confidence in your voice, they will be more receptive and less

likely to make unreasonable demands.


SECTION 7.2: PERSUASION (The Learnable Art) When most people hear the word ‘persuasion’ they think of it as another word for ‘manipulation’.

There is, however, a BIG difference.

• Manipulation is using any means necessary to motivate or force a person to do something that

fulfils your needs or desires, whether they are in the other person’s best interests.

• Persuasion is the art of guiding one’s mind through a field of ignorance, misinformation or

misunderstanding to a destination where there is enough information and understanding to

make a logical choice to do that which is in the best interest of the person being persuaded.

So, true persuasion enables the other person to understand what you are saying, feel what you are

feeling, and consequently become motivated to do what is in their best interests.

Can you think of the tactic’s manipulators use?

Think of those professions that are generally looked down on by others; estate agents, insurance

salespeople, used-car sales, double glazing, kitchens, etc., etc.,

Do they use manipulation or persuasion techniques?

Principles of Persuasion

First Principle: Honor and Respect These are communicated in various ways:

• You can respect people’s time – be sensitive to the timing of your communication. Imagine

barging in and demanding someone’s attention simply because what you have to say is more

important to you than to them. How are they going to respond?

• Some would ignore you, or, if you are in higher authority than them, you lay the foundation for

silent aggression and resentment rather than effective and persuasive communication.

• You can respect people with the non-verbal way you communicate

• We all pick up the non-verbal signals when we communicate. If you don’t respect the other

person, you will find that anything they do for you will be done out of obligation rather than

will. And they may perform what you ask, but only to the letter of your request rather than to its

spirit.


Second Principle: Understanding the other person’s Frame of Reference • Have you ever said, “that person simply doesn’t ‘get it’?”

• Just as everyone has their own fingerprints, everyone has their own unique personality prints.

You are the only person on the face of the planet that thinks and feels the way you do.

• Having said that, you CAN get to know a great deal about the other person by approaching

things from their point of reference.

• How can you check their reference? Again, it boils down to the old Q&A: asking questions and

listening.

• Let people guide you into an understanding about their frame of reference. Ask how they feel

about something. Refrain from asking why they feel the way they do, as it can come across as

judgmental.

• It’s critical that you don’t interrupt them, or attack, criticize or belittle their thoughts and

feelings, either verbally or non-verbally.

• If you do, they will mentally and emotionally withdraw from the conversation and build

defensive walls.

• Remember, your goal is not to change their mind or argue the point – it’s simply to understand

where they are coming from.

• All the right words don’t mean All the right messages

Third Principle: You’ve got to be Effective first! • Think about the times when someone did something that surprised you. And when you asked

why they did it, their reply was “But you said….”

• Or, how many times have you told someone who didn’t do something the way you told them to,

“But I told you to do it this way!”

• You might have said the right words, yet the person didn’t understand what you truly intended

to communicate.

• You need to be an effective communicator before trying to effectively persuade.

The Heart of Effective and Persuasive Communication

Effective communication involves two factors:

You have effectively communicated something when they:

• Understand what you are saying


• Feel what you are feeling

When you communicate, verbally or in writing, you are trying to reach three dimensions of a

person:

• The person’s mind or understanding

• Their emotional state

• Their will or motivation to act

Most communication enters at one level but doesn’t penetrate to the other two very often. In

other words, most communication is only superficially effective.

One-dimensional communication

• This can focus on any one of the three dimensions.

• If you ask someone to do something and he doesn’t understand why he should do it, you are

communicating to his will. If they ask for an explanation, it’s a sign they want to go to the next

level, understanding.

• If your answer is along the lines of ‘because I said so’, you are choosing to ignore his other two

dimensions and simply focusing on the will.

• This might result in action for this project or job, but it will do nothing positive to motivate the

person in the future and may achieve negative consequences.

• Aiming at the person’s mind or understanding is certainly more effective than just focusing on

the will. Here, you attempt to give him a logical understanding of what you are communicating.

• If he understands, he feels a higher degree of self-respect.

• However, if this is the only dimension your communication reaches, he may still not have the

right amount of input to respond or perform in the way he should.

• You could focus on the third dimension – that of the heart or emotions.

• But this may also be short term, or inconsistent as a person’s mood takes them.


So, EFFECTIVE COMMUNICATION is that which enables the person to understand what I’m saying

and feel what I’m feeling.

PERSUASIVE COMMUNICATION enables a person to understand what I’m saying, feel what I’m

feeling, and motivates him or her to take the course of action that is in their best interests.

Techniques to achieve Persuasion with anyone

The first problem you face when you want to communicate is getting someone’s undivided attention.

They are probably thinking about something else when you want to communicate with them. So, you

must grab their attention and get it focused on what you want to communicate.

You can use something called the ‘hook’.

Advertisers do this all the time. Just like a fish being hooked on a line, you need to ‘hook’ the other

person with a real reason for focusing on you. This could be a question or a strong statement –

something that takes them away from their current line of thought and onto you and your request or

idea.

When you’ve hooked someone, how do you keep them there?

By using something called ‘salting’.


You’ve heard the expression ‘You can lead a horse to water, but you can’t make him drink’. Well, that

was said by someone who wasn’t very persuasive!

How about if you put salt in the horse’s oats and made him thirsty? When he gets to the water, you bet

he’s going to drink!

So, you can ‘salt’ your communication in such a way that it will make the other person thirsty for what

you’re going to say next. This could be a statement, a group of statements or a question that creates

curiosity.

The third technique is by using something called ‘emotional word pictures’ (EWPs).

These can simultaneously communicate with a person’s heart and mind, to convey understanding and

emotions.

Your understanding or analytical abilities come from the left side of the brain, while your emotions or

feelings come from the right.

EWPs not only bring added clarity and understanding to the left side of the brain, they can also

stimulate feelings and emotions on the right. When you use EWPs, they can immediately enable the

other person to understand what you are saying and feel what you are feeling.

Here are the benefits of using EWPs:

• They grab and direct a person’s attention

• They have the power to change a person’s thinking and beliefs

• They make communication come ‘alive’. By stimulating both right and left sides of the brain, the

person begins ‘picturing’ what he or she is hearing

• They lock words into a person’s memory – remember, we think in pictures, not words

• They provide the gateway to provide better quality feedback, more easily received without

negative consequences

However, you still need to add the ‘motivation to act’ to the communication.

The two greatest motivating factors in anyone’s life

In order to appeal to anyone’s motivation to act, we must know these two biggest motivators.

1. THE DESIRE FOR GAIN. These could include:


Love, security, acceptance, success, achievement, wealth, physical appearance, health, spirituality, etc.,

etc.

2. FEAR OF LOSS. These could include:

Love, person, security, acceptance, success, achievement, wealth, physical appearance, health,

spirituality, etc., etc.

In any communication you have, examine your argument and analyze which desires or fears you are

appealing to. Is the person towards or away-from motivated? This will help you determine the best

way to appeal to their will.


SECTION 7.3: WHAT IT TAKES TO MAKE YOUR POINTS STAND OUT (8 Steps to improve your persuasion skills)

Here iare a few suggestions that can help you improve your persuasive skills:

1. Establish your credibility.

Nothing undermines persuasive efforts more than a lack of credibility. People don’t want to listen

to a person they don’t trust and respect. Develop your expertise in the area in which you are

trying to influence others.

By being warm and friendly and making sure that your information is reliable, you can develop

mutual trust with people. A dynamic presentation style also helps, as does a good reputation with

others whom the person might consult about your ideas and intentions.

2. Use a positive, tactful tone.

Assume the person you’re trying to persuade is intelligent and mature. Don’t talk down to that

person. Be respectful, direct, sincere, and tactful.

3. Make your presentation clear.

In the event persuasion is successful, what exactly do you want to accomplish? This delineation

of an objective should guide your presentation. Present your argument one idea at a time.

4. Present strong evidence to support your position.

You need to explain why what you want is important. You should demonstrate with strong

supporting evidence why someone should do as you wish. The responsibility for building the

case lies with you.

5. Tailor your argument to the listener.

To whom are you talking?

What are the person’s goals, needs, interests, fears, and aspirations?

How much does the listener know about the subject you’re discussing?

Does the person have preconceived views on this subject?

If so, how do they align with yours?

How does this person like to be treated?


What is his or her behavioral style?

Answering questions like these can help you define the right persuasion strategy to use.

6. Appeal to the subject’s self-interest.

To persuade people effectively, you need to understand what makes them tick. Then you can put

yourself into their position when you make a request. An individual’s behavior is directed toward

satisfying self-interests. You need to appeal to that self-interest by anticipating, before you make

any demands, that the subject will ask, “What’s in it for me?”

7. Use logic.

A logical, reasoned argument is not guaranteed to persuade the subject, but if you lack facts and

reasons to support your argument, your persuasiveness almost certainly will be undermined.

8. Use emotional appeals.

Presenting clear, rational, and objective evidence in support of your views is often not enough.

You also should appeal to a person’s emotions. Try to reach inside the subjects and understand

their loves, hates, fears, and frustrations. Then use that information to mold what you say and

how you say it.

Documents

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