Telephone training and handling with the customer for trainees
Zeppelin Baumaschinen GmbH
Together with the trainees from the surrounding locations, we spent two days dealing with the subject of telephone training and the various types of customers as well as with our own reaction.
Firstly, we defined their challenges:
- strong dialect
- unfriendly callers
- mumbling callers
- the caller has spoken too quiet or too loud
- there was too loud background noise
- too fast talking of the caller
- and finally the somewhat unpleasant point – What to do, if I did not understand the question even after the third time?
The first day
On the first day, we first looked at the basics of communication. What happens between sender and receiver? Do we listen and do we listen properly? When do we select the information and with what kind of background? How are the message / information encoded?
Finally, with this knowledge we were able to go into conversation preparation. What image do we have of our opposite? Where do we put this call into which drawer? While discussing this, the apprentices were astonished. We are very strongly influenced by the first impression – even if we do not see the caller! Also, it seems to depend on how I feel right now, what my current role is, what do I speculate, etc.
After that, we took care of our own impact – so also about questions of our own personality. We checked how simple we are and what we make of it.
The second day
On the second day in our telephone training, we checked how we interact with our voice. How do I speak at all? What tone, what kind of attitude and motivation, and what kind of words do I use?
After that, we dealt with the exciting question of customer / caller types and their way of influencing us. A funny objection was the question: Where do we see ourselves looking at the various types of callers and customers?
Afterwards, we practiced dealing with these types in many roles playing and supplemented the newly acquired knowledge on questioning techniques in order to be able to survive confidently and sovereign on the telephone.
There were many aha-affects and the realization that the person at the other end is to be noticed and observed, with all his needs and wishes. This then intensified the motivation to solve the role plays even better.
Thanks for the active role playing and the good cooperation with the telephone training. It was a great pleasure for me to work with such open-minded and courageous young people!