Communication Skill Tip |
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Communication Skill Tip |
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Communication Skill TipHere's a communication skill tip - customers don't work where you work! For some call center employees, specially those who really should not be working in the field, it is almost impossible to speak in a way that others can understand. The issue is not an accent, a speech impediment, or any other obvious communication obstacles, but rather an unwillingness to treat each customer as an individual. As it turns out, customers usually don't work at the place they are calling for assistance; therefore, their understanding of industry terms, job specific jargon and other obscure procedural facts is miniscule at best. In response to the customer's lack of familiarity with the call center they are contacting, some reps further complicate matters by refusing to adapt their explanations so that the point is better articulated. Instead, they tend to use the same, invariable, script to describe a situation, solution, or explanation. This approach is not only counterproductive in terms of handle times, as the information will need to be repeated many times, but is also plain silly. If something clearly does not work on a consistent basis, such as a poorly worded explanation, it would be best to try a different approach. This may appear to be easily accomplished, but for people who must describe the exact same information nearly a hundred times a day, it's difficult to think about the recipients of the information as individuals. As a tip, call center reps may want to ask themselves the following before offering an explanation," If I walked up to a stranger and used the same words, would they know what I'm talking about" |
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