Dialogue Training

Agents need to understand how to build good customer relationships through an effective dialogue. This will build trust with the customer, which makes it easy for the customer to say yes. It results in raising the trust and lowering the tension with all customers.

Dialogue Training will assist the agent to:

• Demonstrate the appropriate use of positive, powerful, persuasive, and to-the-point words.
• Communicate effectively using the call flow structure within the Dialogue triangle.

The Power of the Phone

Did you know?

Professor Albert Mehrabian established this classic statistic for the effectiveness of spoken communications:

• 7% of the meaning is in the words that are spoken.
• 38% of the meaning is paralinguistic (the way that most words are said).
• 55% of the meaning is in facial expressions.

Mehrabian’s model has become one of the most widely referenced statistics in communications. The model is particularly useful in illustrating the importance of considering factors other than words alone when trying to convey (as a speaker) or interpret (as a listener) meaning. Style, expression, tone, facial expression and body language account for 93% of the meaning.

The telephone communication can convey words and the way that the words are said, but not facial expression, which explains why telephone communications are not suitable for sensitive or emotional issues, or for difficult or detailed discussions.