A style that immediately anchors with the client 100%. Stand Out Get Noticed podcast (The C Method Episode 283) guest Richard Blank Costa Rica's Call Center.

Richard Blank: Because I'm letting you know that I'm vulnerable. I'm showing with you three or four things that I do it my call center by playing pinball with the agents by moving from Philadelphia to Costa Rica by once again talking about walkabouts and in excess and stuff. At least I'm showing some major interest.And you're amazing country. Yeah. And so, um, these are the sort of soft skills that could be a me too technique that someone could. I, I chose three different things. Travel, music and games and business. And so one of 'em had to hit, I could talk about food if you want . You're not gonna do shrimps on the barbie.Yeah, I could have done that one, but everyone does that one. But, um, yeah, and I, I, I try to be non-threatening. I don't do this on every call. I mean, once again, someone says, who are you? Well, that's when we used the buffer boomerang technique. Not saying Aaron's tone was negative. But sometimes they are. And so what I like to do is do the name draw, let 'em know it's an excellent question.Repeat the question for active listening, and send it positive. And you know what my favorite part was before I was transferred to Christina? The fact that I was just about to get transferred. I stopped there and stop, stop, stop. And I'm getting transferred. I could have killed the call, but I said, stop. I gotta let you know.That I'm gonna compliment you, . You Christina Canters: gotta be feeling me. Oh, I love that. Yes, yes, of course you do. It's a positive Richard Blank: escalation. Some people get paid on that at call centers and other companies, but it's really, so how about this one, Christina? Imagine if, if hypothetically, Aaron transferred me to the mail room.And then I got transferred over into it, and then I got transferred over here and there. I write everybody's name down. So even though I spoke about Aaron, imagine if I mentioned two or three people. You'd be like, who are you? You got passed around. My company, no one speaks to Matt in the, in the mail room.I go, he's like the nicest guy I ever met. Don't tell me that. That immediately anchors. With the client, hundred percent. It's yours. Hundred percent. It's yours to lose, Christina Canters: and if the person doesn't say their name, I'm assuming you ask for their name. Richard Blank: They don't need to. I just need to say my name. And I have to let them know and if I'm about to transfer them and they still don't wanna gimme the name, err.Put out your nails. Well, good for you. Why don't you have a nice lunch? Relax a little bit. You should be a little sweeter on the phone. But let me put to you this way, you know perfectly wont. When I get transferred to you, I'm going to get their name cuz I'm gonna compliment Mr. Or Mrs. Bidder. And then when I call you company back, I'm be like, how you https://costaricascallcenter.com/en/outbound-bpo-campaigns/https://youtu.be/Wl_tS1ielGg Hosted on Acast. See acast.com/privacy for more information.