Recently, I was on the phone again with someone who read their speech from the page or recited the learned rule. I felt like a robot, someone who was not really worth talking to. Such telephone conversations put the ordering company in a bad light. Another situation: a few months ago, a girl from the bank called me. She had a nice voice and a positive attitude – those were possible to be heard from the first moment. She did not read anything, and I did not feel that what she was doing was a punishment to her. The conversation started with the statement: ‘I know that I am taking your time, and of course, I am calling regarding an offer. However, if you give me a minute, I will be grateful and try to present our proposal in a short and concise manner’. Although I did not buy anything from her, I bought ‘her’. And if I look for such an offer in the future, I will call that company. It seems to be something obvious, but, for the first time, a call centre employee talked to me like to a human being. Conducting telephone conversations in a ‘human’ manner constitutes the purpose of this training.
Work based on telephone contact with the customer is very difficult. First of all, we usually have little time, unless it is the customer who calls us. Secondly, we are deprived of the most important aspect of communication, namely the speech of our body. In this case, we must focus on the effective use of the verbal and proto-verbal level, and all this should be enriched with substantial substantive and natural knowledge, simultaneously paired up with a professional approach. Based on my knowledge gained through many years of work in the radio, sales and in the production of call tv programmes, as well as in psychological education, I will tell you how to conduct ‘human-like’ phone calls. How to start and not get blown off, how to gain attention, and how to care for the way and quality of speaking to sound like a credible, calm and determined person.
Marcin Mańka
Academy of Image and Communication
ul. Grażyny 15/130A
02-548 Warszawa
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