Telephone training

matt10001

, got telephone training on wednesday where I have to read a script and get assessed by my manager. I get nervous on the phone. I am also not the best at pronouncing names. Anyone got any advice or tips?

SpiralGalaxy

matt10001 wrote: »

, got telephone training on wednesday where I have to read a script and get assessed by my manager. I get nervous on the phone. I am also not the best at pronouncing names. Anyone got any advice or tips?

A suggestion I'd make (no idea how useful it would be), is to pretend that what you're reading you've written personally. You're reading out something you've written to a relative over the phone. Essentially, try to put yourself in a 'comfortable' head space.

nightingalesgarden

Matt,

A couple of tips:

Stand up when you are doing the interview - don't sit. Makes all the difference. I know it sounds odd - but honestly it will make all the difference. You will feel more confident and you will find it more normal (call centre employees are trained to stand up when talking to difficult customers). Just say to your Manager, "I feel more comfortable standing" If you can't (and please try this tip) sit up straight to get more air to your diaphragm.

Take water into the interview. Have a good sip before you start - but don't drink during the interview. But if you dry up - take a tiny sip - nothing worse than coughing

Silly point but don't have gum or sweets in your mouth.

Take a pencil - ask for a few minutes and mark on the script where the full stops are in strokes - that's where you can breath e.g. "Good morning / [breath] my name is X / [breath]

Remember a pause to you feels like a lifetime - to the person on the end of the line - just normal (record yourself talking on your mobile phone reading the paper and you will hear natural pauses)

You can easily see the strokes when you read the script and then pause slightly when you see them (under stress you won't see the breaks

Or if you have no time to prepare, mark as you go though the script.

Breath....and pause. don't worry about looking daft - if naturally you wave your hands about when you talk - wave them about when you do the interview...it's all about being natural

Raksha

If you have to ask names, ask for the spelling and maybe verify the pronunciation with a word you can pronounce 'so that's Room, as in Moon?'