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While working in a call centre you may come across various different obstacles that you must over come to be able to complete your job effectively and keep customers happy. This report will cover how to handle different customers, methods to assess current call centre diagnosis engineer skills, coaching skills, evaluations of coaching, why this evaluation is important and list of different coaching methods satisfy a range of learning styles. All topics covered in this report will improve the way you work.

Working in a call centre you will come across many different types of customers. One of these type of customer is an angry customer. This can be one of the hardest customers that you will have to deal with. You need to remember when dealing with an angry customer that they will be angry for a reason. Sometimes there reaction may be exaggerated, however other times you may find that they have been passed from person to person, sometimes for hours on the phone or possibly for weeks or months. When dealing with an angry there are a few things to remember to present the situation from becoming worse. First of all, you need to keep your cool, your not going to get anywhere if you are both angry. Next you need to prepare a plan, you need to know exactly what you need and who you need to get this problem solved, you need to make your customer aware that you know, this can help calm them down. Thirdly, if you tell them you can help, then make sure you follow up on this. Not completing what you said you were going to do will just make the situation to work. Lastly you need to set a realistic deadline for the both of you, you need to make sure that you have provided enough time for you to complete your work but you also need to make sure that it is done in a timely manner for the customer. You also need to make sure that you stick to this deadline no matter what. 
Another customer that you will likely have to deal with is a Confused customer. Now this can cover people that accidentally come across you website and contacted you or people that know your services but are confused about what it is exactly that you offer. For the people that accidentally come across your website and contacted your company you need to make sure that you can clearly explain who you are, what your company does and what services you offer. For these situation it is often handy you have a pre made script that provides a short explanation explain the company, you need to remember when talking over the phone to not sound robotic or likely you are reading from a script, this will put the customer off and helping a them may mean that in the future they will use your service if they receive positive customer service. You also need to clearly state who you are so you can avoid any misunderstandings early on and not waste the customers time. 
For the confused customer that knows your services but is confused on what you offer, the pre-made script may also come in handy here to be able to provide a basic explanation of what service your company offers. You may also need pass the customer on to the relevant department if you are unable to provide the customer with the necessary information that is required.
Finally another type of customer that you may have to deal with is a Mistaken Customer, these types of customers are the ones that like to think that they know more than you do. This can become quite a challenging as these types of customers won’t admit then they have made a mistake. When dealing with this customer you need to make your that you stay clam and polite, there is not need to worry about who is wrong or right, but suggesting another solution and imply that they could get better results if they go down a different route. Showing evidence to this customer may also help as this will ensure that there is no room for a misinterpretation, this is another way to get the customer to let down there guard slightly and help them become more accepting and trusting of your suggestions on how to fix the problem. Another thing to remember when dealing with a mistaken customer is to not push it, if the customer continues to insists that they are right even after the techniques above, then you need to let them. You would be able to convince then otherwise and you don’t want to risk turning them into an angry customer.

Next, we will discuss what methods can be used to assess current call centre diagnosis engineer skills. The most effective method is test calls, this will shows the stronger and weaker points of the diagnosis engineer and highlight what points need to be worked on. These test calls can be done in a variety of different ways, for example the team of diagnosis engineer’s could be aware that this is a test call, this is an effective way however you may find that some people respond differently knowing that it is a test call another way is to have surprise test calls, let the team know that they will receive some test calls but do not tell them when, this way you will get a more accurate response of how they would respond to a real customer, this technique is also a good way of testing people customer service skills, communication skills and there technical language skills. The second way to assess call centre diagnosis engineer skills would be to listen back to previous calls. When doing this you want to make sure that you listen to a wise variety of calls from one person before giving them feed back and to get more accurate feed back for them you need to listen to calls on a variety of different topics, this way you can ensure that all of the skills needed for the job are being met. Finally another way to assess these skills is to do peer assessment. You can have a training day for the diagnosis engineering team where they can listen into previous calls made, listen and take part in test calls and give each other feed back on how they can improve. 

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Potential coaching subjects, for this topic I have picked the three of the most important coaching subjects to focus on. First of all its important to remember to keep things confidential. It is important to have a good level of trust between a manager and their staff, a good way to build this is to keep things staff members tell you private and any feedback should be done in private. By doing this you will give the member of staff an equal opportunity to ask questions while you give them the feedback. Its also important to remember that everyone responds to constructive criticism differently, by keeping talks with staff private you will be able to pick up different tac tics for giving out feedback to certain members of staff. For example some people enjoy receiving feed back, these types of people do not necessarily need to hear a long list of things they are doing well in, however some others they find constructive criticism as a way of them not doing there job correctly, for these people you need to make it clear that this is not the case, that there are just things that can improve they way customers respond to their help, for these people you need to make sure that you ‘sugar coat’ the feedback by wrapping it within positive feedback. 
Secondly you need to be specific, this can be done by providing data, for example if someones sales have dropped over the last few months you need to be specific with how much, its no use to provide them with the fact their sales have dropped because there is a big difference between dropping 3 sales over a month to dropping 40. Another way of being specific is providing things like dates and times, by doing this the staff member will be able to gain a better understanding of what you are on about and be able to start working on correcting the behaviour. It is also important to be specific when delegating work, by doing this it can avoid any confusion in what is expected from the staff member and in the work that you will receive back from them. 
Finally its important to actively listen to your staff members. This can range from personal problems they might be having or a process that they do not understand. This again is another way to build a good level of trust. Actively listening to members of staff will help them feel supported, its important to remember to ask questions and to summarise things that have been discussed. However while its good to actively listen to your staff members you need to remember that some times they are asking for advise on how to handle certain situations, other times you will need to act on the information that you have been given. For example if a handle full of your staff are telling you that they do not feel like they have received enough training on a new process that has been implemented, then you need to act on this information given to you. 

Having coaching is a fantastic way to develop staff members confidence and the company as a whole. However you also need to evaluate the effectiveness of this coaching. There is no point in continuing coaching if it is not working or proving to have the opposite effect that was intended. One way to do this is to assess the performance of the coaching representative, weather is is an outside speaker or a manager it is important that you can gage weather the staff have responded well or not to the coaching that they received. By conducting surveys based on how they found the coaching session will help form an understanding if the person conducting the coaching is best suited for the current staff you have. Another way to assess the coaching representative is to watch them while they provide their coaching, you will be able to judge there confidence, language and body language among other things, this way you can asses weather your members of staff will responds effectively to the coaching provided. The most effective way to do this is to attend a coaching session (if an outside speaker is doing the coaching) to be able to make this judgement before it is provided to your staff. If an in-house member is providing the coaching then it should be revised by upper staff members before it is given to the staff that need the coaching. 
Another way to assess coaching is to asses the teams performance. You can do this by identifying improvement after the coaching, this can be within single staff members or a whole team. However to do this effectively you need to assess the teams performance before the coaching is provided. Another option is to talk to your staff, find out how they found the coaching sessions, ask them what they learnt, how useful they found it and how easily they can use the coaching in their day to day work. This can be done formally, however you may get a better responses if this is conducted informally, for example in the break room at lunch time. 
Assessing a managers performance is another way to assess coaching, this can be done by assessing how the manager delivers coaching to their team or how they respond to coaching themselves. As a manager it is important you keep a record of progress for each individual team member. This is recommended to be done monthly. If a team member fails to meet their goals you need to keep a record of this and the reasoning behind it. It is just as important for managers to keep a record of their progress to, this should be done by there manager, again this follows the same idea of tracking the progress of team members, however for a manager their progress report should also include the progress of the team they manager as a whole. 
Finally another way to asses coaching is to assess the business performance as this will give you a clear overview of what departments need more coaching, which ones have responded well to the coaching and how the business is developing. With the right coaching provided you should see a rise in calls, sales and repeat customers. 
Its important to evaluate the business and the employees within for many reason. For example its helps ensure that all goals are meet. If they are not all meet then its important to have the evaluation to be able to identify the goals that have not been meet and make them a priority over the following weeks. Evaluation is also a good way to provide stakeholders with the progress of the business, this can lead to more more money from shareholders and a positive work environment for employees. Another reason its important to have evaluations is to be able to effectively make future plans for the business based on the progression have has happened previously.

As you are more than likely aware everyone learns differently, this means that coaching needs to be done in a way that can benefit all of these types of learners. There are three types of learners visual, auditory and kinaesthetic. Visual learners associated ideas, data, concepts and other informations with techniques and images. They learn best when they take notes during coaching, so make sure you have paper and pens readily available to staff during coaching sessions. Techniques to help you make sure that these learners are able to benefit from coaching are to encourage note taking, to help improve this its important to make sure the person delivering the coaching doesn’t move on to quickly, this can frustrate a visual learner as they haven’t had time to take notes on all of the information that is provided. Another key to helping visual learners get the most out of coaching is to use colours to help them remember and identify important information.  Using meaningful visual aids like images also side verbal information will help visual learners remember key things and they will create a relationship between the visual prompt and the information given.
Secondly auditory learners, these people learnt through listening, they take in more information in from listening rather than taking notes, they often can have issues with written instructions and respond better with verbal instructions. A good tac tic for this learner is to get them to repay instructions after you have given them out and having them explain things to others. When coaching auditory learners its important to use a good tone of voice, as these types of people learn better from listening its important you do not come across boring. Encourage the listeners to relate information that is important. Another way to make sure that this group benefit from coaching is to incorporate anagrams and catchy phrases as they will pick these up fairly quickly. 
Finally kinaesthetic learners, these learners are the hardest to accommodate for durning coaching and they learn best when carrying out a physical activity rather than watching demonstrations or listening to lectures.  These learners are very easily distracted so while giving coaching it is best to seat them away from anything that could draw their attention away from the information being given to them, for example do not place them next to windows or doors but it is idea to seat them towards the back of the room so any motions they make during the session dose not distract other learners. These learners tend to learn better while moving, for example shaking legs, finger drumming, pen tapping or pen clicking, this can be very distracting to other types of learners.Its important to to include breaks in sessions that last longer than an hour. For kinaesthetic learners its recommended that every hour they get u and move around this prevents activity like the leg shaking, obviously this differs to each individual learner. Another learning tac tic for this and of learner is to incorporate role play and group discussion for important information through out the session as kinaesthetic learners will be able to pick up the information provided much more easily.
When providing coaching sessions its important to remember to reach out to all types of earners to make coaching effective to all employees. 

To conclude it is important to remember how to handle different types of customers like an angry customers, and confused customer or mistaken customers. Remember if the situations is not handled with care and caution that customers can change into a another type of customer. Remember to use the methods provided for assessing call centre diagnosis engineer skills as if this is not handle correctly you can change happy customer in to angry ones, lose customers there for losing money and losing custom, a bad word spreads quicker than a good word. When it comes to coaching its important to remember that they are many more subjects to coach on than the ones that are suggested, however these are important for a healthy work flow and a good level of progress throughout the company. When supply employees with coaching make sure that it properly evaluated to make sure that the business is supplying employees with the best opportunities to excel in their job. It is also important to evaluate coaching sessions to make sure that they appeal to all three types of learners to make sure that every employee has the same opportunities within their job role. 


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