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Relational communication skills training!
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"phunny" mail:

I like the concept and seemingly endless applications. — Mark

May we quote items from your site in our employee newsletter (with acknowledgment, of course)? They are great pick-me-ups! — Gloria

Absolutely, with credit of course! — Ed.

And now for something more serious...

Part 4 / Coaching
Why is Coaching so Scary?

"How do you tell someone else what to do? Even worse, how do you tell them they're doing something wrong?

There’s the flaw that causes the fright: stage fright! Telling is all monologue and all the pressure is on you! Don’t tell. Telling is not giving feedback. Ask. Asking begins a discussion that leads to a conversation which is dialogue...."

© 2002 PHONE PRO

Want more information about our fun, on-site telephone skills training programs?

SET YOUR RINGTONE TO "EVAPORATE"
I worked in a call centre for a cellular phone company. And I received the following call:

Me: Thank you for holding, my name is Sithe.

Customer: Hi, my phone does not evaporate.

Me: I don’t understand Ma'am, what do you mean by "does not evaporate"?

Customer:  It doesn’t evaporate, it only rings.

That’s when I realized that she meant that her phone does not vibrate!

LET'S START WITH THE BASICS.  IS THIS THING ON??

I thought I’d share 2 of my favourite calls with you. These are both calls I have taken myself, the second call has occurred with different customers 32 times over the last 4 years!   Nicole (Mobile Technical Support for an Australian telco)

Call #1:

Customer: (screaming abuse) You sold me this mobile 4 months ago and it hasn’t worked for the last 3 months, I’m going to sue you all, and you are going to credit me for the charges on the last 3 months bill and send me a new mobile right now (more abuse)

Me: How is the phone not working?

Customer: (more abuse) it doesn’t receive calls, it can’t make calls, it won’t do anything, it’s broken (more abuse and litigation threats)

Me: What does the screen of the phone say at the moment?

Customer: Nothing, it’s all black, like it has been for the last 3 months

Me: There’s a small button on the very top, can I get you to hold it, and keep holding it for about 10 seconds.

(the customer does this and the operator hears an "Oh")

Me: Can you tell me what’s happening on the phone now?

Customer: It, uh, seems to be working, there’s, uh, lights on and it says ‘xxxxxx’ (company name)

Me: Ok, it seems that your mobile hasn’t been turned on for the last 3 months. Anytime you want to use it, make sure it’s charged and make sure it’s turned on.

...Audible click as the customer hangs up.

Call #2:

Customer: I can’t make calls from my mobile!

Me: Ok, can I get you to turn the mobile off for a moment?

Customer: Sure.

Call terminates...

COLOR IT ANY WAY YOU WANT!
I had a customer call in to place an order. While I was verifying her address which was in Orangeburg, I mis-spoke her city name calling it "Greensburg." Without missing a beat, I said, "Oh, I'm sorry! I must be color blind." The customer started laughing and we continued to laugh throughout the call.

"TANK" YOU VERY MUCH...
Working for an airline company years ago, I was talking to a man from the Caribbean. He was making reservations for his entire family to fly to the US. In his country, English is a second language. During the call I asked, "And who am I speaking with?" In a very thick accent came his reply, "You are speaking to ME!"

THE FORECAST TODAY: CLEAR TO MOSTLY STATIC...
I called a warehouse to have a form faxed to me. The man that answered could not hear me clearly. Without realizing it, I repeatedly asked, "Can you hear me now?" This went on for several minutes and made me sound like the Verizon Wireless commercial. My whole department was laughing. They realized what I sounded like long before I did.

Source: Readers of The Phone Phunnies
“Cartoon by Randy Glasbergen, used with special permission from the cartoonist. Unauthorized usage of any kind is prohibited and unlawful.”