CHAPTER 3
Winning Telephone Skills
The Customer Can Hear More Than Your Words
Imagine calling support when you are already frustrated.
The person answers like you interrupted their lunch.
Then they put you on hold.
Then they transfer you.
Then the next person asks you to explain everything again.
Not exactly a winning telephone image.
Its about handling calls properly from the beginning to the end.
interview with a Service Agent
I interviewed Janick about telephone support at Mont Orford and compared it with my own experience working in Comcast Billing.
Mont Orford uses things like an ACD, recorded calls, and consistent greetings, but what stood out more to me was how Janick handles someone who is disappointed.
Instead of simply saying no, her approach is closer to:
“I understand why you are frustrated. Let me see what I can do.”
That is the caring attitude the textbook is talking about.
Good telephone support means:
We provide a wide array of software design and development services.
My old days at Comcast
Looking back at Comcast, I think I would improve my closing now. I would recap what happened, explain the next step, and make sure the customer knows what to expect.
A call is not really finished just because someone says goodbye.
Why It Matters
The customer cannot see your face.
Your tone, words, attitude, and actions become the whole experience.
Terms I didn’t know about
Links to explore
