Reflection Two


IMPORTANCE OF GIVING CLEAR DIRECTIONS

Giving clear instructions or directions is a key in every single activity we perform, therefore in a call center, agents must know the basis to make people follow their mind, I mean, what an agent is asking for to any customer is just an idea on their mind, but when this customer follows directions in an effective way, those ideas become solutions.


In one hand, there are different ways of giving directions, nevertheless, the best option is giving soft instructions, for example: I want you to do ….    I would like you to….



Giving directions from a call center is not an easy task. We as humans are used to use our body language in order to make our speech understandable, but through a pair of phones this activity is not possible.



In the other hand, there are some rules for giving instructions and explanations.

  • 1.      Keep the language simple: It means do not use a technical vocabulary that the customer is not going to be able to understand.
  • 2.      Start with the statement: It is basically making the customer know what is going to be the conversation about.
  • 3.      State the topic: Mentioning the main idea of the call.
  • 4.      Summarize or check for understanding.
  • 5.      Check understanding with the callers.
  • 6.      Modify the language in order to make it comprehensible.


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