By Nancy Friedman, Customer Service & Communication Keynote Speaker; President of Telephone Doctor Customer Service
Should I record my calls? Who should hear them? What will I take away?
Let me ask you? Do you walk out of the house without looking in the mirror? I doubt it. Some of us (ahem) look several times. Why? Right! To be sure we’re all put together. Look great. Nothing left undone.
The only way we know if something is good or bad is to see it or listen to it. Review it. Inspect it. If you want to improve your phone calls, you need to record them and hear them back.
Right, it’s not fun. I know that. But man is it good to hear what you do well and how you can improve. The first time you hear your own voice you hardly believe it’s you. But it is. That’s how you sound. And what a great way to fix what you don’t like. Or keep and improve what you do.
I personally cannot see how a salesperson (or CSR) who uses the phone can go forward without hearing how he sounds, what he says or how he says it.
Embarrassing? Not if you want to get better it’s not. It’s a good idea to have someone (your sales manager or supervisor) who can listen with an open mind and hear the good, the bad and the ugly and let you know it all.
One of the great benefits of recording calls, when you get a ‘winner,’ the one that is near perfect, we can save it and listen to it again and again to replicate what worked.
PS – Please double check your own states recording laws; they’re all different.
