4 Responses

1. exercises for telephone techniques course
   Here are a couple which I have found very effective. Working in pairs and seated back to back the couples take it in turns to reproduce the geographic shapes that their partner has. Free communication is allowed however they cannot show the shape to their partner. Really emphasises the importance of listening, questioning, clarity of instructions and the many differences of interpretation. The other is to identify those negative responses and replace with positive responses e.g. ‘it’s not my department’ with ‘the accounts department will be able to help can I transfer you or give you their direct number’ for example. Happy to chat through others if you want to make direct contact.

2. if this is for a call centre…
   Marie
   You haven’t specified the user employment but I’d like to share an anecdote that relates to the requirement to remain focussed, even when it is your 767th call of an 8 hour shift.

   Phone rings at c 8pm on a Thursday evening…

   Female Homeowner (HO)Hello?

   Call Centre (CC):Hello, is that Mr George Slater?

   (HO): No, I’m Jane Slater, his widow, Mr Slater died last month.

   CC: Ah, Fantastic, Fantastic. Do you know when he’ll be back in?

   I rest my case for this point
   Rus

   (PS I verify that this is true (though names have been changed, I was there)

3. Telephone Techniques Exercises
   Hello Marie
   I have a couple of bits I can send you from a recent course I put together.
   If you let me have your email address I can send it over.
   Lucy

4. Many Thanks
   Hi Lucy,

   Thank you for your email. That would be brilliant if you could forward that information.

   My email address is:-

   marie.hammond@saga.co.uk

   I look forward to receiving the info. Thanks again.

   Thanks also to those other comments, i shall definately use those other exercise posted from Rus and Gail.

   Interestingly what exercises have you used for questioning techniques???

   Many Thanks