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Have you ever caught yourself jumping to conclusions about someone based on their age or financial status?

Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status.

With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios.

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Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only disrupts their workflow but stunts the team's growth in problem-solving skills. Listen and learn how to spot these patterns and implement strategies for training and coaching that foster autonomy and efficiency.

Say goodbye to the days of unnecessary 'permission-seeking' that bog down your workflow. We uncover the power of setting clear guidelines and criteria that equip your team members to act independently, without the need for constant approval. This episode is your guide to transforming your call centre into a dynamic environment where confidence flourishes and time is optimized. Tune in and take the first step towards creating a self-reliant workforce that's empowered to make decisions and drive success on their own terms.

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How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen?

Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out what the customer is thinking. This shows how absurd the whole charade is.

We want you to wave goodbye to the old-school practice of managerial power mongering, and embracing a culture of swift, accountable decisions right from the frontline. We'll chat about the delicate balance between agent autonomy and the company's treasure chest, minus the secrecy.

Listen to this episode if you fancy a fresh take on sales psychology and let's move past this outdated practice of deferring to managers!

Stay tuned for more sessions and please listen and share with your network!

Find more useful and essential contact centre development from realitytraining.com