Three C’s (Call Center Communication)
Marquia MckinnonBus 100
The Three C’s (Call Center Communication)
To begin, we as people think that communication is very simple, since we speak it. Miscommunication can cause conflicts in a work place if it is misinterpreted by the listener or speaker. Effective communication skills are very important not only for the supervisors (minorities) but also for the employees especially in a call center: everything involves communication! Good communication skills are to increase customer satisfactions, and increase efficiency. Effective communication is “a two way information sharing process which involves one party sending a message that is easily understood by the receiving party. Effective communication by business managers facilitates information sharing between company employees and can substantially contribute to its commercial success (www.buisnessdictionary.com). It is not easy to develop effective communication skills unless communication practices. The key fundamentals in effective communication as discussed in previous chapters would be not to go on a rampage in what your trying to say, but say what you mean really briefly, and precise, give eye contact at all time, don’t think while the person is talking, and using good body posture. Saying what you mean briefly is a good communication skill because in a call center you will get in trouble for what’s considered as “dead air”, meaning you and the customer on the other line just breathing, also you don’t want to bore the person with loads of information or lose their focus especially if you’re giving a presentation for either school or work. Eye contact is very important as well it gives a sense that you are confident in what you’re saying. Thinking while the person is speaking shows that you are not paying attention and you will have trouble responding back to what they are saying. Last but not least, good posture is very important as...
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