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Relational communication skills training!
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"phunny" mail:

These funnies are great!! I'll share them with my CSR team!

Thanks,
Charlotte, Service Manager


One bad thing about your site is no warning about reading it while on the phone with a customer. I showed it to a co-worker while he was on a call, and he had to use mute because he started laughing so hard.

Kind regards,
Bryan, Tech Support


Very "Phunny." Keep them coming!

Dick


And now for something more serious...

Part 5 / Coaching
What is Coachable?

"It sometimes surprises us, again and again, how different each team member can be. Giving feedback would be simple if every staff member agreed with us and how we heard the call! It would be even simpler if every staff member was eager to get the feedback and act on it with speed and enthusiasm. But staff members are anything but alike, and each one has their own “Personal Approach Needs” just as we do when we are on the receiving end of feedback from someone else.

Have you ever reacted to feedback? Sure you have! “Who does she think she is to tell me that? ..."

For more information about our fun, on-site telephone skills training programs? Visit our main site Click Here.

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

WE'RE OPEN, BUT NOT ANSWERING!
Customer: I've been calling 700-1000 for two days and can't get through. Can you help?

Operator: Where did you get that number, sir?
Customer: It's on the door of the business.
Operator: Sir, those are the hours that the business is open.

HELLO IS JACK THERE?

From a large Electronics manufacturer:
Caller: Can you give me the telephone number for Jack?
Operator: I'm sorry, sir, I don't understand who you are talking about.

Caller: On page 1, section 5, of the user guide it clearly states that I need to unplug the fax machine from the AC wall socket and telephone Jack before cleaning. Now, can you give me the number for Jack?

Operator: I think it means the telephone plug on the wall.

IT'S MY _AVORITE _ESTAURANT!
Caller: I'd like the number of the Argo Fish Bar, please.
Operator: I'm sorry, there's no listing. Are you sure that the spelling
is correct?
Caller: Well, it used to be called the Bargo Fish Bar but the 'B' fell off.

NO PEN?  NO WORRIES!

On another occasion, a man making heavy breathing sounds from a phone box told a worried operator: "I haven't got a pen, so I'm steaming up the window to write the number on."

WHEN WRITE IS WRONG...

Tech Support: I need you to right-click on the Open Desktop.
Customer: OK.
Tech Support: Did you get a pop-up menu?
Customer: No.
Tech Support: OK. Right-Click again. Do you see a pop-up menu?
Customer: No.
Tech Support: OK, sir. Can you tell me what you have done up until this point?
Customer: Sure. You told me to write 'click' and I wrote 'click'.

DID A DELOREAN COME WITH THIS PC?

Caller: I deleted a file from my PC last week and I just realized that I need it. So, if I turn my system clock back two weeks will I get my file back again?

WHAT WILL THEY THINK OF NEXT?
An employee called our corporate help desk. He told me the coffee cup holder on his computer broke, and that he needed a new one. I was clueless as to what he was referring to. After a while I realized that he was talking about the CD tray. So I probed further, and he verified that a button on the front of the computer produces a "drink caddy" in the lower corner of his computer. He said, "You know, it's just like the one they put in automobiles." I said, "Not exactly...."

HOLD THE CHEESE, PLEASE?
Teenage Caller: I wonder if you could help me.
Help Desk: What's the problem?
Caller: My dad bought me a computer last week, and I was taking out a CD when the phone rang. I was also eating pizza. With the CD drawer still open, I set the pizza on it, so I could pick up the phone.
Help Desk: (Cringing) What happened then?
Caller: Well, the CD drawer took the part of the pizza inside the computer! Now I can't get the drawer open. It's a really big mess. Can you help?
Help Desk: This is bad, very bad.
Caller: Well, I'm really hungry. Can you help me get the pizza out?

"OH, NO"
I provide customer support for a DVR (a DVD + VCR combo device).
Caller: I am not getting any sound from my DVR.
Rep: Ok ma'am, do you have the volume turned up on the DVR? (The DVR has a volume control)
Caller: Yes. It's turned up all the way and there is still no sound.
(We verified that the cables were connected properly to the TV, and they were.)
Rep: Do you have the volume on your TV turned up?
Caller: Oh, no. Is it supposed to be?

"BE KIND, just be kind."
Rep: ...How may I help you?
Caller: I have spent all week trying to rewind my DVD. How do you rewind it?

Source: Readers of The Phone Phunnies


Relational communication skills training!