SWITCHING GEARS, IS IT HARD?
If you have a difficult time switching gears before you pick up the phone, then you have to put a system in place to help you change habits and behaviors. Here are three ideas to get you started:
1. Take three deep breaths in and out, close your eyes, make sure you have everything you need in front of you for that appointment, the next inbound customer call, etc.
2. Get your script and read it to yourself as if you’re on a live call. This is a good way to prepare and transition to your next call.
3. Stand up while talking on the phone. It will help your voice to sound stronger, and you will stay energized.
On a similar topic, one of my clients shares what she recently learned about handling difficult calls in this WIL:
“Today in my one-on-one with Ms. Mullins, I learned that it is important to take care of myself. Another thing that I learned is to accept the fact that there will be rude clients that, no matter how polite and nice you are, that will not be enough and they will still let their frustration get the best of them. It is important that as soon as I am done with that bad call to take a deep breath or go out for air so I can let go of that moment and move forward with a great positive attitude toward my next call.”