The checklist of competencies is designed to prevent an escalation of customer behaviour when communicating over the telephone.
It can also be used in the past tense as a diagnostic for calls that went well and also those that didn't thereby making coaching much easier.
I have started it and I need input from fellow professionals to enhance it.
Those that participate will be updated with improved versions as a result of additional input.
Interested? Then drop me an email to [email protected] and I will send you the draft version for you to improve on /add to
Periodically you will receive an updated version
Yours in anticipation
Mark Outhwaite
Mark Outhwaite
4 Responses
communications skills checklist
Mark
I may be able to help you with this as customer service and handling complaints (over the telephone)are my specialist training areas.
Wilma Taggart Associates
[email protected]
Practical sales & Marketing for SME sector.
Effective use of telephone – X2. One aimed at sales, other at fls. Also customer care courses. Includes How to avoid misunderstanding using verbal body language. Interested in what you are offering.
assessment doc.
Hi Mark I was wondering if u had completed this yet? I contributed to it and would love to see doc.
thanks
[email protected]
checklist of competencies
I shall appreciate if you can send me the checklist of competencies
Thanks