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Empathy Over Phone Customer Service, Sales Interview

Good intrapersonal, interpersonal, interaction and presentation skills are the 4 vital elements of an excellent customer service representative. Words that start with p--or simply p words--will help to recall some of the important Telephone etiquette for customer service representatives

How to Give Interview on Phone

Lately, telephone interviews have become compulsory in almost all kinds of job interviews. In fact, a job seeker creates first impression during phone interviews. Here are 8 words with p that helps in organizing a call before, and during the phone call.

Telephone interview conversation example using 9P mnemonic that stands for:-

1. Plan
2. Prepare
3. Place
4. Pen
5. Paper
6. Present
7. Pleasant
8. Pause
9. Put a pleasing end

Plan your Call

Sketch your call before picking up the telephone receiver:

1. Have I noted down all the points that needs spoken?
2. Do I have all the supporting details of the call?

Pen that Writes

Put down your conversation through words, diagrams, flowcharts and sketches. The more innovative you are the better you this instrument.

Paper; Trivial but Vital

You would save anywhere between 15-50 seconds when you keep a paper or a notepad handy before the call. It serves not only as a reference but makes you recall all the telephone conversation.

Choosing Right Place for Professional Customer Service Calls

If you are taking a professional business call, it is always appropriate to choose a silent meeting room than a crowded noisy cubicle. Remember, choosing a right place, during a telephonic conversation, not only enhances the quality of the call but also creates an atmosphere of trust for the receiver.

In fact, having a pen and a paper handy, and choosing the right place before making a call is one to the basics of telephone interview etiquette for all job seekers.

What to Present During the Call?

Ideally, every phone call should start with

--A good greeting, good morning, good afternoon, thanks for calling etc..,
--A clear introduction of name, company.
--A chronological order of education and experience.

Being Pleasant Emotions

Tone of voice, words and phrases are the three elements that falls under being pleasant during customer service. Besides projecting a friendly courteous voice with a professional tone, one should also choose pleasing words and phrases such as please, thank you, you're welcome, I can understand that, you are kind(genuine) and so on.

Taking Pauses is Yet Another Phone Etiquette

Pauses during a telephone conversations are taken for two reasons; One, pauses shows respect and consideration of the receivers' points and encourages the receiver to talk. Two, pauses helps the speaker himself/herself to recall information and respond appropriately to the customer's questions. Pauses also help each other to reflect and comprehend that has been spoken during the phone interview.

Put a Pleasing End

Whether the call is successful or not, ending the telephone call with same enthusiasm, energy and excitement determines the positive attitude of a customer service agent. Words and phrases such as "Thank you for your call", "I really enjoyed the conversation with you", shows the interest and positive acceptance of the agent.

Good intrapersonal, interpersonal and interaction skills are some of the basic elements of a persuasive empathetic customer service call handling skills and 9P's will help to recall some of the basic telephone etiquette for customer service representatives.

This post first appeared on Lifecoachbloggers, please read the originial post: here

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Empathy Over Phone Customer Service, Sales Interview


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