Top Tips to Improve Listening Skills on the Telephone

 

podcasts to improve telephone skills

Learn danger phrases, power phrases, communication tactics, and effective communication skills you can use immediately to polish your image, be more persuasive, deliver superior customer service, and sound like a CEO. Communicate with confidence, clarity, power, and finesse with the help of this professional communication training podcast. The Strategy Skills Podcast is the channel where strategy partners teach you the tools and techniques to solve mankind’s greatest problems. Learn all the skills of McKinsey and BCG consultants without having to work at a consulting firm. The podcast teaches both technical analyses and soft skills . Oct 27,  · Telephone Skills Training Course Podcasts. Every customer calling your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you.



Industry experts Christine Knott and Carolyn Blunt share their tips to improve contact centre listening skills, along with our readers. Christine Knott, the Managing Director at Beyond the Boxshares her tips with advisors for how to improve listening skills on the phone. Prevent yourself from being distracted by colleagues or external noises and concentrate on what your caller is saying.

It is also helpful if you, and the rest of the team, podcasts to improve telephone skills, to avoid shouting across the floor to lower background noise, or to wear binaural headsets if possible!

If the customer sounds frustrated or upset, use empathy. If the customer sounds upbeat, try to hold onto that positivity by matching their tone. Remember to let the customer finish what they are saying, interruptions may break their train of thought.

To find out more about training your agents to Improve Active Listening in the Contact Centre, have a read of this article. Avoid pre-empting what your caller is going to say, chances are you will be wrong and miss some of the content of their conversation.

This content may include some information that can be added to the CRM system to help the next advisor, who handles a call from this customer, podcasts to improve telephone skills build rapport. It also lets the caller know you have understood them. Have a pen and paper to hand and get into the habit of making short quick references to any questions you want to ask or points you wish to raise or comment podcasts to improve telephone skills. When your caller has finished speaking refer back to your notes and take action.

If you are thinking of answers and responses whilst the caller is speaking, you are not listening. If you are having difficulty listening, make the necessary adjustments. Please repeat that for me. It is better to ask the customer to repeat themselves than to guess what they wanted and pay for it down the line. Avoid stereotyping individuals by making assumptions about how you expect them to act and what you expect them to say.

This will bias your listening. Remember that each customer is different and assuming a solution that is right for one customer will be the right one for another is not a great example of customer service. Hopefully, they will make a notable difference!

Carolyn Blunt, podcasts to improve telephone skills, the Managing Director of Ember Podcasts to improve telephone skills Resultsdiscusses what management can to do help improve listening skills on the contact centre floor. But, that might not be the right path for this particular customer. So, this is where advisors should instead be encouraged to stop, check and think more openly. By doing this, the advisor may decide that for this podcasts to improve telephone skills scenario, the best course of action would be to take a step in a different direction.

This is where the contact centre needs to encourage the team to slow down, to breathe and to think about putting that focus on the customer.

So, as Team Leaders and Managers, podcasts to improve telephone skills, we need to really make sure we are facilitating that.

While it may seem counterproductive to slow an advisor down, it leads to a situation like the tortoise and the hare, podcasts to improve telephone skills. This is because if an advisor were to rush through the call, it is likely that the customer is just going to call back. It is often good practise to ask advisors to think about who is the most important person in a contact centre conversation.

Just because of their nature, contact centres tend to attract people to work in them who are quite chatty, extroverted and bubbly, podcasts to improve telephone skills. Quite often, podcasts to improve telephone skills, contact centre operations have multiple systems — such as wallboards, on-screen communications and colleagues asking podcasts to improve telephone skills people want a cup of tea — that cause all types of distractions.

These distractions may be influencing, how much are advisors listening to what the customer actually wants? Particularly if that call sounds just like those that have come directly before. While some distractions are unavoidable, scheduling time to directly speak to the team, rather than repeatedly sending distracting emails, is one quick fix.

When the team are doing this, advisors start to skip through things, meaning that they may not be listening properly and rush the customer away, podcasts to improve telephone skills. Contact centres have got to be careful that the metrics they use are driving the right behaviours.

An example of a great metric to use would be First Contact Resolution FCRas this can help drive really good listening skills because we want to encourage people to make sure that customers not going to contact again. The construct of open-plan floors makes it quite difficult to listen closely to the customer at times, so contact centres often choose to consider the benefits of noise cancelling headsets. Single earpiece, old headsets can be quite detrimental in terms of comfort, blocking out background noise and limiting distractions.

Wireless headsets are often the best podcasts to improve telephone skills, so if the person next to the advisor is really distracting them and is being noisy, the advisor can get up move away, in order to focus directly on the customer.

When the contact centre is forced to deal with unexpected peaks in contact volumes, advisors can often be put under pressure. So, when an advisor is informed of this great queue of customers, it can be a distraction and advisors may start to rush calls, which may influence their listening ability.

Active listening needs to start at the top of the organisation and it needs to be remodelled all the way through, podcasts to improve telephone skills.

This is ideally done by having effective coaching conversations with the team. If the contact centre can motivate advisors to do this, to consciously process where the gaps in their customer interactions lie, the contact centre can help to create a culture of learning.

Having this culture will result in the team sharing tips with one another, to help improve listening skills. To find out the other advantages of this culture, read our article: 8 Benefits of Creating a Culture of Learning in Your Contact Centre.

In addition to the expert thoughts of Christine Knott and Carolyn Blunt, our readers were also keen to send their suggestions for the improving listening in the contact centre. At the end of the call, advisors should be asked to recap to the customer what they have done, what the customer needs to do now and will happen next to ensure they are clear.

If questions are relevant to what has been said by the customer, then active listening has happened. In my contact centre, we monitor questioning quality. In terms of empathic responses, if an appropriate response has been given to what has been said by the customer, again active listening would have happened.

Also, podcasts to improve telephone skills, when it comes to overall call control and quality of reporting, podcasts to improve telephone skills, notes made during After Call Work ACW should match what customer has said.

Self-reflection can be great. Before our quality analysts provide feedback on interactions, they encourage the agents to review their interactions first and consider:. Also, podcasts to improve telephone skills, if the advisor podcasts to improve telephone skills a great listening skill, discuss with them the good practice that they could share with the rest of the team.

In our contact centre, we revisit listening and other soft skills regularly and use a customer service qualification that requires a demonstration of listening and communication skills. These include rapport, identifying customer needs, assessing expectations etc. Contact centres need to encourage advisors to use questions to draw out customer expectations and explore customer needs.

Being able to tell the difference between needs and expectations is key to developing excellent listening skills. What is needed by the customer is not always what is expected by the customer. Listening out for even the most random pieces of information about the customer can be helpful during an interaction, as it can be useful to know when building rapport and using small talk to avoid silenceswhen the line goes quiet.

Listening is not just important on the phone. This process may allow you to see something vital that you have missed. If the advisor is slouching, their enjoyment and voice will likely mirror this.

The customer will definitely be more likely to feel as though they are being listened to. Treat each call individually and fully focus on the customer. Turnover rates impact heavily on the listening skills of the contact centre floor. This is because there is inevitably a push towards product knowledge first and softer skills can get missed without good consistent peer to peer and other live call coaching support. What other tips do you have for improving listening kills in the contact centre?

We have tended to find that background noise and distractions in the room are one of the biggest barriers to listening skills. We used dual ear noise cancelling headsets and this had a significant impact on the amount of background noise. Ensuring agents understand the right questioning techniques and their uses is a big help to listening….

Wearing a dual ear noise cancelling headset helps me personally; this can be complimented by ensuring everyone in the call centre knows not to distract someone on the phone — you all probably think this is common sense but you have no doubt seen someone today distract someone talking on the phone by asking what time their lunch is, saying goodbye, etc. While most mobile phones are banned from most companies, how many times have you seen the girls staring in their handbags or the boys rushing to the toilets on a frequent basis?

Just simply check the airwaves from your Bluetooth enabled phone or laptop — funny to see the whacky names of people, if nothing else…. So to summarise: By removing all distractions and having team leaders and managers focusing some of their time and energy podcasts to improve telephone skills these factors will enable customers to receive the very best attention from your employees.

I find it useful especially to overcome STM short term memory. Thanks, the tips is very useful! We need to ask customer for info again if we are not sure rather then we make assumptions. It is important to let customer feel that we are listening not just hearing. I am having a difficult time hearing my customers. I work for a bond company. We have the old standard black phones. I do not belive that our company will ever get a head sets for the office.

Then the next best thing for podcasts to improve telephone skills is to get some ear plugs. But your website does give me tips that I will impliment when I go back to work. Thank you. I am just two months old in the call centre and presently we are given training on telephone etiquette, what is a call centre, handling customers complaints et cetera. This article has really made me to love call centre work more.

Thank you, Ruth. Thanks for great reminders of paying attention and listening, and it applies to all jobs not just those in the call centre. The following quiz shows just how shockingly little information we take in during a phone call. I just took that quiz posted by karnail. Great article. Listening is often depicted as a passive form of action. However, it is no less powerful. People who know how, and when, to listen properly can go a long way.

 

 

podcasts to improve telephone skills

 

Oct 27,  · Telephone Skills Training Course Podcasts. Every customer calling your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Apr 12,  · Best Podcasts to improve you English and have fun doing so: Podcasts in English. An excellent site where you can choose which podcast to listen to according to level. Most Podcasts are accompanied by worksheets, tapescripts, and vocabulary tasks. The easiest and most comprehensive way of improving your listening skills! websitesdemos.tkhor: Bloomsbury International. Sep 28,  · The most important step in using podcasts to improve your listening is to start listening daily. Follow this step-by-step process to help you create a routine in listening to podcasts: Identify minutes in your day when you can listen with focus. This can be on your way to work, while you’re cooking dinner, jogging for fitness, taking a break at work, or enjoying your morning coffee.