Using the Broken Record Technique to Calm Customer Emotions
Neville Beardsmore shares a 3 step process to calm customer emotions on telephone calls
How to terminate a telephone call correctly
Techniques to improve those difficult customer phone calls from Neville Beardsmore at Chapel Fields Associates
Midlands Housing Association Group
“I feel that the reason why this training is so successful and different from any other we have had is that Neville spends time with the team and managers, so he really understands our focus and commitment to our customers. He gains an understanding of our weaknesses so he can devise the training to address specific areas and needs.
Customer Service Advisor Development Programme
It is not simply the ability to answer a telephone. With face to face customer contact the customer can tell you are listening by your eye contact, facial expressions and nods etc. Over the telephone the customer doesn't know you're listening unless you tell them. How do you replace sight with words and voice?