Well I’m into my first week of the course, and I love it. I have made friends with the people that are doing the course with me. There are six of us, and we all look out for each other, during the course.
I’m having fun doing the practicals on the phone, and putting their details on the computer. We have a fake flight centre program called Tafeflights, and we ring each other up, on the phone number we have been given. We have to pretend it’s a real call centre for Tafeflights. We have to put the details of each person who purchased a ticket. Then go through the procedure of the privacy act, with them, and how they may pay for the ticket.
Did you know it’s very hard not to talk in a negative manner on the phone? The words “sorry" and "unfortunately" are seen as negative words, to say to a customer.
Hi The End. We are still learning this. The way you deal with the angry or upset customer is to first listen to the customer, and then help the customer. Most of all when dealing with a miffed customer is to show empathy.
It has taken me a few days to reply to this, because I have been busy. I have just noticed this comment.
( I wanted to say the word "Sorry" but since its a negative word to say.)
RatDog
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