All the Call Floor is a Stage
'All the world's a stage, and all the men and women merely players' Shakespeare probably said. Does this apply in a contact center?
You betcha, as they say somewhere cold in the USA.
How many people have 'customer service voices'? A lot, I would gather.
Why would you play a role while taking calls?
Why would you roleplay? Why would you act?
Why not be your authentic self?
Sure, empathy, building value, getting all the right info... all important.
But sometimes it's hard, right?
Sometimes it's daunting.
Sometimes, let's face it, customers are annoying.
ENTER Role Playing. ENTER Acting.
When you're on the phone, you're on stage, or if you prefer at a gaming table.
You're playing the part of a kind, caring, helpful Director of First Impressions.
Your charisma is high.
Your perseverance... legendary levels.
If you're into table top role playing games, think of the Bard. (Without the quasi-gross flirty stuff that some bard players go with)
If you're into movies or books, who is the most charismatic character you can picture?
Lock onto that.
I'm not saying be a nerdy theater kid (unless you are/were one, kudos to you this will come easy to you) but lock onto that charismatic character and emulate them on the phone.
Most everyone has the ability to do this.
Cool. NOW BUY MY BOOK
Link is on the LinkTree: https://linktr.ee/caffcx
DOES ANYONE READ THIS?
---
Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Sign in
