Are You Listening?

By Carole Sue Jones

Are you listening, really listening?  Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all CallCenter employees. We listen to gather facts, form opinions, make decisions and lend support.  We listen to get a response, clarity about a task, or to improve communication.  Being a good listener means focusing, while using control and concentration to review critical data.  So how do we become effective listeners?

Levels of Listening

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A MOMENT OF SUNSHINE- Are you Listening?

By Carole Sue Jones

Are you listening, really listening?  Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all Call Center employees. We listen to gather facts, form opinions, make decisions and lend support.  We listen to get a response, clarity about a task, or to improve communication.  Being a good listener means focusing, while using control and concentration to review critical data.  So how do we become effective listeners?

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Do You Train’em or Brain’em? (The article continued)

Training Case Study – Training with a Twist of Humor

At RMH Teleservices one of the distinguishing differentiators of our call center company from the very start was the training we provided to our call center representatives. Back in the 70’s and 80’s it was fairly common for call center managers to train new personnel by simply handing out a script and pointing to a desk with a phone.

In addition to a conversation guide/script reps may have received training on the products and the companies they represented so they could answer common questions that were anticipated. Contrary to this approach and based on our experience managing various corporate training functions, my partner and I created a soft skills training program that included skills like listening, questioning, and presenting features and benefits.

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The Future of Quality

The Future of Quality

How is Your Centers Quality? You probably would say that your center or team scores in the 90’s, right?

Almost all success in business is determined by numbers, right? Hmmm, well maybe. It all depends on who you ask. And it all depends what factors you look at.

Profitability of an organization can be judged by margins and growth, but when it comes to quality we all have to remember that the judge is not final based on a number.  The judge is you and me and the many other customers out there in customer land! What do they have to say about things? What do they care about?

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Customers are Golden

6 Reasons Why Complaining Customers are Golden

By Kevin Wirth

It has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business. Most of us don’t really care to deal with whiners or complainers, but, if you’ll just take a deep breath and take some time to think about it, many times they offer you some solid insight into your business that you would not have seen.

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Listening to Customers – 5 Tips

By Martin Haworth

In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers.

Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to ‘hear’ it’s customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programs where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.

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5 Tips for Listening to Customers

Tips for listening to Customers

By Martin Haworth
In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers.

Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to ‘hear’ it’s customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programs where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.Please Login or Register to read the rest of this content.