how can i keep my call centre job

herenow_2

I have been in the sponsor so for a week last week of training and only passed one AQF 87 per cent others I got were in the 70’s and a few in 60’s and a few in 80’s


I will now go back to the sponsor and will need to get in 3 AQFs 85 or above.

The reason I keep failing is because I am too hesitant not positive enough no empathy, it’s the way I talk I keep failing on I pass everything else

How can I improve so I sound positive show empathy can do attuide?

All my other class mates have passed the sponsor zone.


It’s only a call centre job but it still a job and I want to keep it until I get another job.


Also if I lose my job I don’t want to tell my family until I have a new job so what would I do all day Friday and half day Saturday when I am suppose to be working

buglawton

I suggest taking an evening course to become a first aider. The dealing with people aspect may strengthen your test performance r.e. the empathy bit, also with such a certificate, companies are less keen to make you redundant as they need a certain number of first aiders.

CFC

a) have you had specific feedback or roleplay
b) can you demonstrate you have acted on it?

Often if you can show improvement and a willingness to implement specific things you have been told, you will be allowed to continue to see if you can make the grade. An improvement is always reassuring to managers, even if you have not actually made the grade initially.

Ask for roleplay coaching if you have not had it.

Guidelines which may help you - to get a bit of thinking time, try repeating back part of what the customer has said. This shows that you have grasped the problem.
Think of how you would feel if you were the customer - apologise on behalf of the company if they have made a mistake eg 'I'm very sorry that we didn't deliver on time and that it's caused a problem for you.'; if it's just 'tough luck' then stick to something along the lines of, 'I'm very sorry, I can understand that you feel frustrated because of this, however X is our policy as a company.' and try to find a compromise if possible.

herenow_2

Heres what I am going to say for not goods received.


I will tell you what I am going to say after I have confirmed security details.


Customer: I still have not received my nitendo wii I have waited 3 weeks I was told it would arrive 2day this is my third phonecall.

Me: I am so sorry you still have not received your Nintendo wii mr…….. , I understand how frustrating it can be too wait for so long let me look into this for you.


Customer: thanks.


Me. I can see your Nintendo wii is still on a 2-3 week delay, as it comes direct from the mafucturer, as soon as we receive it, it will be sent out

Customer: when will I receive it?

Me: mr……, If I can put you on hold I will talk to the courier department to try and get a more exact date.

Me: hi thanks for holding mr. …… I just spoke to the courier department and they said you should receive it by December 10 if not feel free too call use back.

Customer: thanks

Me:thank you for calling mr…. Goodbye.

I shpuld also put please comwhere in there but cant find anywhere it would fit to sound natrull

clairec79

please may I put you on hold while I .......

at the end apologise again and ask if there is anything else you can help with.

I'd have stuck in a 'unfortunately as it comes from the manufacters....' and maybe an aplogy of not informing them when you found out about the delay

fluffykittens

Hi

I have worked in a call centre 5 years so, if I were you the convo would have gone like this:

Customer: I still have not received my nitendo wii I have waited 3 weeks I was told it would arrive 2day this is my third phonecall.

Me: Im very sorry to hear that you have not received it yet, please accept my apologies on behalf of the company, obviously this is not the type of servicve we want our customers to recieve from us. It would appear your order is on a 2-3 week delay at the moment. The product you have ordered comes straight from the manufacturer, if you will allow me a few minutes I will gladly contact the courier dept and try and get some further info.


Thanks for your patience Mr.....I just spoke to the courier department and they said you should receive it by December 10, I shall give you my name and extension so if you have any other queries, you can come directly through to myself.


Customerr: Thanks

Me: Once again please accept our apologies for this, is there anything else I can help you with Sir?

Cust: No

Me: Thankyou for calling Mr... and take care.

The thing is with empathy its as much about how you speak as much as what you say. A calm, genuine voice is half the battle won, manners are paramount.

dmg24

Could it be that it is not just what you are saying, but how you are saying it?

If you read fluffykittens conversation, it flows very easily. You can actually hear her saying it, and it does sound like she has empathy with the customer. In your own conversation, you have all the relevant information there, but it sounds rather stilted?

Good luck x