The Hustle and Grind podcast guest Richard Blank Costa Ricas Call Center..pdf

Andrew Chesnutt presents The Hustle and Grind Podcast.Call Centers and Pinball with Richard Blank We all have a story to share that can inspire others. My mission in life is to help as many people get onto stages as I can. I do this through my keynote architect framework and through The Green Room, a platform designed to match speakers and event coordinators. Nickel City Learning Solutions Our goal is to create exceptional learner experience by creating engaging e-learning experiences. We specialize in exceptional customer service training designed to give your customer service representatives the tools they need to leave your customers with the feeling that your company truly appreciates their business. We also specialize in e-learning simulations where learners will be able to try the skills they've learned in a controlled environment designed to allow them to experiment. https://youtu.be/P2VO8lyeQmM Communication Techniques: Balancing Conversations in Call Centers These are things you need to do every 30 seconds for checkpoints. I believe in preventative measures instead of cures. So instead of a 10 minute conversation, Andrew, it's 20, 30 second conversations that you need to land. You need to get the checkpoint, the underwater thumbs up scuba diving because people rush their calls. You do agree with positive or negative reactions, reinforcements, Gotta take a breath, see what's going on in this boxing round. What are they doing? How are they reacting to you? Are you lowering temperatures and getting closer? And so these things are very important in these soft skills. So you're asking me to tie this thing in a bow and make it cookie cutter for everybody. You gotta be kidding me. These calls zig and zag. And so if you try to read your script, if you try to interject at the wrong time, cross-talking, interruptions, nice, and a bad call and you wonder why. And so there's certain timing, it's a two for a one, you take back and go in, you repeat and chisel, and you tell Billy with the coffee bread yelling at you to keep making phone calls your supervisor to calm down. because I'm looking to be engaged right now. I'm looking to be in the moment so I can capture that one or two things on that call that will completely diffuse the situation. The Power of Personal Connection in Communication They didn't have matters. They didn't do their due diligence. They didn't look at your LinkedIn profile or website. They were not prepared to talk with you. And so, as I say, make these calls and emails and voicemails custom made. And if you do, at least you're gonna capture their attention so they'll listen to it. How about this? Richard, why are we leaving voicemails? That's a good point, Andrew. Tell you what, how many texts do you get a day? A thousand? How many emails do you get a day? 500? How many voicemails you get a day? five yeah so i'm gonna leave you a great voicemail tell you how great judy is so maybe you'll call me back and um all i know is this when i do call your company back and judy does pick up the phone she'll say richard i've been here for 10 years the only person who's ever complimenting you on the phone to andrew i'm gonna put you right through oh thank you It works, it won't compromise your ethics and it's gonna make somebody's day. So separate yourself from other people, pay that compliment, pay it forward. Hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ About Nickel City Nickel City Learning Solutions is your invaluable source for all of your training needs and goals. We focus on “brain based training,” incorporating effective tools into a customized course that works for you. We tailor our instructional design to the priorities of individuals and achieve an unmatched level of retention. Hi, I’m Andrew, and I’ve spent the last 15 years creating eLearning and other courses as an Instructional Designer. I started as a customer service representative for a major mortgage lender and, shortly after starting, advanced to the training department. I’d taught before as a Professors Assistant and tutor in college as well as in other aspects of my career and have always loved teaching new things to others. A regular occurrence is my family and friends rolling their eyes when I go into “trainer mode”. Think about this almost obsessive passion for excellent training being poured into your training programs. My philosophy is that learning should be fun, relevant, and measurable. More and more, we’re teaching the “Sesame Street Generation.” These people are used to learning through interactive, visual stories. They’re used to being entertained while learning and they’re used to seeing the practical applications of the information being presented. My style of training takes advantage of these learning styles.