Do You Have a Plan on What You Say?
Blah, Blah, Blah
Is this what you sound like to your callers, potential customers, or customers? You might if you don’t have a plan.
You must find the sweet spot of providing enough information to demonstrate appropriate knowledge, while also coordinating it with brevity so it can be absorbed. The balancing act is like walking a tenuous tightrope.
Have a Plan
The best way to stay on topic appropriately is to follow a defined plan. That plan can be an outline of what to cover and at what level of detail. Or it can be a fully scripted monologue. The key is to not “wing it”.
What does the absence of a plan, outline, or script do? I can tell you with absolute assurance after evaluating over 10,000 calls a year, that without a plan, team members ramble, omit, or goof critical details.
Guideline by Scenario
On the phone: The first thing to remember is that whenever you are on the phone, provide details at “sentence” length. Full education on the phone is confusing, tedious, and boring. Make the point or answer the question succinctly, then move on.
In-person: Here is where explanations can expand into full paragraphs. You have the benefit of reading body language to assess if the message is landing effectively and then adapt as necessary.
Empower your team members with this distinction. “Sentences” on the phone…”Paragraphs” in person.
Add Aids When Necessary
Finally, remember to draw upon other aids and tools to help clarify complex topics. Complex topics include insurance, appointment policies, and detailed instructions. Add a pictorial handout to such discussions to provide greater comprehension.
As they say, “A picture is worth a thousand words.”
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