can any 1 help?
I am putting together a training package for how in bound agents deal with the following 2 types of calls looking at their tone of voice or attitude and soft skills.
firstly.....
a customer calls to say a relation has died and can we take them off the mailing list?
secondly.....
a customer calls either expressing they have a disability or sounds like they have?
hope you guys can help!!
thanks
LEE-ROY
In the first case I think that you should say something along the lines of "Oh dear I am so sorry to hear that, let's get that removed as quickly as we can"
You should complete the transaction as quickly as possible and not try to expand in any other dialogue.
The second one does tend to vary dependent upon the type of disability that they have.
I am assuming that this has come up as you prep for v5? We found some info on Offcom's web site. As an outsourcer there was only one out of about 30 clients who required seeing a death certificate before doing a mailstop. So empathy is the key here. Especially with repeat callers who have received yet another mailing after ringing through before. So if this process is broken listen to your agents and respond quickly. With respect to disability this comes in 2 areas. The first would be picking up on the customer mentioning that they are disabled and saying something along the lines of "....would you like me to note your order for the delivery driver to give you a few minutes to get to the door?" The second area would be text talk so try to capture a call to play in your inductions/refresher training.
Hope this helps.
You must log in to post.
