How Are We Doing?
The human touches are what will set your calls apart. In protocol-based call handling, they’re called enhancements.
[ Read More ]Caller As Customer
My callers trust me to know what to do, and I hold myself accountable to not let them down.
[ Read More ]Put Aside Caller’s Anger
Dealing with irritated people is a matter of defusing the anger and resolving the caller’s problem without resorting to anger and creating a more significant problem.
[ Read More ]You Drive The Incident
No Screaming Mimis and no singing
[ Read More ]Unrealistic Expectations
When the reality can’t deliver
[ Read More ]Customer Service Keeps The Focus
Channel your patience and focus on providing help to the caller.
[ Read More ]Filling The Gaps
What do you do when the protocol isn’t enough?
[ Read More ]Treating Callers Like Real People
Always go for the turnaround
[ Read More ]DELIVERY IS EVERYTHING
Spend time teaching telecommunicators the right way to speak to callers
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